Engineer, Professional Services

Description

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary: 

The Engineer, Professional Services is responsible for delivering quality project engagements for a range of project types and extended client engagements. This position will be focused on serving a high-growth client focused on accounting practices. As a professional services engineer, you will be assisting our clients in reducing risk and downtime, achieving compliance goals, and enabling their employees to remain efficient and competitive. The ideal candidate has a high level of attention to detail, takes initiative, is adept at troubleshooting, and can drive results for customer requirements. The Engineer, Professional Services will be responsible for maintaining the organization’s standard for customer service and executing projects within scope and budget while maintaining high quality deliverables. In addition, the Engineer, Professional Services will need to approach transitions and impactful client situations with confidence and a positive attitude.

Requirements

Responsibilities: 

• Project Billable Utilization of minimum 70% billable hours per week, including all dispatch and project work directly involved for the client.
• Manage and prioritize personal utilization in project work to ensure that hours are being directed towards productive, billable work.
• As requested, travel onsite to client offices to provide services supporting the project team. Days not spent travelling will be worked either onsite at the office or in the agreed upon remote location.
• Work closely with Strategic Advisors to translate client needs into project plans and deliverables
• Provide superior service to customers and clients.
• Work closely with the project team to complete the defined project objectives outlined in the project statement of work.
• Collect and analyze project data to create status reports against the established project milestones and recommend future actions.
• Review reports of production, malfunction, and maintenance to determine or address issues.
• Communicate regularly with clients and project management, such that internal and external teams are always up to date and informed of the latest status/next steps
• Assess the status of projects against the planned schedule, identify actual or potential problems, and facilitate solutions to ensure projects are completed on time.
• Analyzes and troubleshoots ticket logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Acts as a first level technical escalation point and support/mentoring capacity for associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary.
• Produces quality documentation deliverables for clients and internal resources, including hand-offs to the support teams
• Interacts and works directly with multiple advanced engineer groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.
• Other related duties as assigned

  

Knowledge, Skills, and Abilities: 

• Strong oral and written communication skills
• Effective time management and multi-tasking skills  
• Maintains the ability to stay organized and be detail-oriented  
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Ability to effectively guide user groups through change and uncertainty
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment 
• Confident and comfortable with client facing activity. Demonstrates the ability to follow up on client feedback to drive outcomes
• Strong oral and written communication skills 
• Communicate effectively with internal team members, customers, clients, and stakeholders.