IT Asset Management (ITAM) Engineer

Description

As an IT Asset Management (ITAM) Engineer within the Client Services Team, you should bring a high level of customer service knowledge and vast understanding of IT Asset Management knowledge blended with business focus. Understand and align what we do as a business to our client’s mission. The ITAM Engineer is expected to be well organized, detail oriented, understand and coordinate the “ins and outs” of product ordering and provisioning to contribute to the successes R3 has brought to their organization. The ITAM Engineer must be able to act quickly and multitask in situations where the request requires immediate assistance.

• Develop and implement an IT asset management system; including SOPs, training, toolset, etc.
• Develop and implement a procurement, fulfillment, and provisioning system; including SOPs, training, toolset, etc
• Responsible for management and fulfillment of all new hire/replacement hardware provisioning requests.
• Follow customer specific guidelines to provision hardware to customer spec.
• Manage and find improvement opportunities on customer provisioning Standard Operating Procedures and change the procedures at the customer’s request.
• Create, update, and maintain client service requests in ITSM tool.
• Manage internal/client inventory by creating asset management system and organize physical and virtual hardware.
• Improve and manage the fulfillment/procurement process by ordering all hardware, software, and licensing for R3 external clients as well as for internal use.
• Perform reviews of product End of Life, End of Sale, End of Support and price changes with Client Services Managers and technical team.
• Track all orders, update clients, and necessary internal staff of order status and tracking information.
• Maintain licensing for all clients and keep accurate software licensing records for annual compliance and any vendor license audits.
• Reconcile invoices and rectify any incorrect or defective orders.
• Assist Client Services team with product only Purchase Agreements for R3 stock items sold to clients.
• Track all promotions and renewals from vendors including promos, SPIFFS, deal registration, etc.
• Investigate any invoice disputes from clients pertaining to hardware or software orders.
• Meet with current vendors quarterly to work on/improve upon vendor relationships.
• Manage R3 clients Microsoft 365 Subscriptions.
• Manage R3 clients Microsoft 365 GCC High Subscriptions.
• Track R3 clients license expirations and create automation for receiving expiration alerts so we can proactively inform our clients.
• Stay up to date on Microsoft 365 subscription offerings, pricing, etc.
• Work with the Field Services team to ensure inventory is up-to-date, and where appropriate, order and coordinate provisioning as required.

Requirements

Position Requirements:

• Exceptional documentation and communication skills.
• Highly organized, team player, responsive, positive, excellent collaborator, and critical thinker.
• Familiar with all Microsoft 365 license offerings.
• Experience working with vendors/providers such as Ingram Micro, Dell, Microsoft, HP, etc.
• Onsite presence at the R3 HQ office as often as needed to fulfill all physical deadlines and inventory management.
• Knowledge of networking products and their peripherals such as Firewalls, Switches, Wireless Access Points, etc.
• Strong understanding of the different types of Desktops, Laptops, Tablets, All-In-Ones and their specifications.
• Exceptional Customer Service skills.
• Excellent written and verbal communication skills.
• Excellent time management and prioritization skills.
• Exceptional multitasking skills.
• Forward thinking and proactive.

Qualifications:

• 2+ years’ experience in a product fulfillment/procurement role, preferably in a managed service provider type environment.
• 3+ years’ technical experience using Microsoft-based solutions and products.