Information Technology Project Engineer
Do you love technology? Do you thrive in a fast-paced environment, constantly learning and being challenged by new technology?
Accent Computer Solutions is hiring a Project Engineer/Professional Services Engineer that just might be the perfect position for you!
This position is part of an integrated team of Help Desk technicians, Network Administrators, Centralized Services, and Professional Services Engineers. The primary objective for this candidate will be to implement client technology solutions based on ACSI standards.
The Professional Services Engineer will maintain a combination of an on-site and remote schedule to complete the following:
- Project Implementation Following Project SOP's
- On-boarding of New Clients
- Provide Project Updates and the Creation of Documentation/Project Deliverable's
- Completing Projects under budget and on time
- Participate in the On-Call Rotation
This role is responsible for ensuring client satisfaction in all areas related to project implementation. Professional Services Engineers are required to regularly review and update information for each client in the client knowledge base with the Project Manager, assigned Service Team (Primary Engineer), and Technology Advisors.
Reports to: Professional Services Manager
The following duties and responsibilities are essential for this position:
The Professional Services Engineer will have significant knowledge and experience in hardware/software/network concepts, tools, and support best practices. This knowledge and experience will be used to implement various software products, including but not limited to Microsoft Windows Server, Microsoft Exchange Server/Office 365, VMware, Microsoft Azure, backup software, Anti-Virus and Anti-Spyware products, and various client-specific applications. Advanced configuration of the following solutions is also required: firewalls, switches, wireless access points, and VPNs.
The Professional Services Engineer will be responsible for participating in an integrated team of service delivery professionals. This team may consist of Help Desk Technicians, system and network engineers, additional Network Admins, and project/account managers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with superior service. He/she will also be responsible for maintaining standards consistent with ACSI offerings and streamlining/standardizing the clients’ configuration for ease of support.
The following duties and responsibilities are essential for this position:
- Maintain consistent communication for all projects with the client POC's.
- Review and suggest improvements to procedures that document best practices when working with particular software/hardware/network tools or troubleshooting problems.
- Complete assigned projects following established project processes.
- Review all open tickets, for clients’ projects that you are responsible for. Make sure all open issues are being addressed appropriately. Communicate the status of open project issues to the client as necessary.
- Identify/review modifications to existing projects with Clients’ assigned teams as necessary.
- Document all updated client information in Client Knowledge Base (ConnectWise). Review this information on a regular basis to ensure its completeness and accuracy.
- Review all client information with other team members to ensure continuity.
- Handoff projects to the Clients’ assigned Teams.
- Participate in after-hours support on-call rotation.
Qualifications and Requirements:
Education and Soft Skills
- B.S. in computer science, information systems, or related field preferred
- Excellent oral and written communication skills
- Good analytic and problem-solving skills
- Ability to work independently with minimal supervision
- Ability to work successfully with an integrated support team
Technical Skills
- AZ-103 Azure Administrator (or equivalent)
- Watchguard Certified Expert (preferred)
- CCENT Cisco Entry Networking Technician
- 5+ years experience supporting/implementing firewalls/switches/WAPs/VPN's
- 5+ years experience supporting/implementing Microsoft Server 2008/2012/2016
- 3+ years experience supporting/implementing Microsoft Exchange/Office 365
- 3+ years experience supporting/implementing VMWare/Hyper-V/Azure
Performance Requirements:
- Maintains knowledge required to perform the Professional Services Engineer position – ongoing certifications required
- Works effectively with other members of the organization to identify and resolve client issues.
- Participates in daily/weekly team meetings with the Project Team
- Effectively communicates project status updates to make sure that the client is satisfied and informed.