Engineer, Professional Services

Overview

Engineer, Professional Services role at IT Solutions. IT Solutions is a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses, with over 25 years of experience.

We value CHOPS : Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, join a nationally recognized IT organization focused on delivering excellent customer service and compliant, quality project delivery.

Job Summary :

The Engineer, Professional Services is responsible for assisting the Project team and providing knowledge and expertise for a range of project implementations and extended client engagements. The ideal candidate has strong attention to detail, takes initiative, and can drive results for customer requirements. This role maintains the organization's standard for customer service and delivers projects with high compliance and quality, including managing the stress of client-down situations and providing excellent customer service.

Responsibilities

• Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client.
• Travel onsite to client offices as requested to provide services supporting the project team; days not spent traveling may be onsite at the office or in an agreed-upon remote location.
• Provide superior service to customers and clients.
• Work closely with the project team to complete the defined project objectives in the project statement of work.
• Collect and analyze project data to create status reports against established milestones and recommend future actions.
• Review production, malfunction, and maintenance reports to determine or address issues.
• Assess project status against the planned schedule, identify problems, and facilitate solutions to ensure on-time completion.
• Manage and prioritize personal utilization to ensure hours are directed toward productive, billable work.
• Other related duties as assigned, including dispatch work on client sites and managing service tickets within the project queue, with response within agreed timeframes.
• Analyze and troubleshoot ticket logs and track problem resolution, performing all levels of routing incident analysis.
• Act as a first-level technical escalation point to assist associate engineers with troubleshooting and solutions, escalating to senior engineers when necessary.
• Interact with multiple advanced engineer groups and vendors to escalate issues, provide client updates, and drive incidents to resolution, collaborating across groups as needed.

Knowledge, Skills, and Abilities

Experience

Certificates, Licenses, Registrations

Compensation and Benefits

ITS offers a full benefits package, including :

Equal Opportunity

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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