Professional Services Engineer

Job Description:

This role is for an IT Professional experienced in providing clients and end user groups with analysis and recommendations for technical solutions to business problems or inefficiencies within the areas of Information Technology. Additionally, assists clients in the implementation of technology solutions, from the pre-sales opportunity (scoping Projects) through the installation and completion of the project, defining and executing on delivery and implementation plans, testing and troubleshooting of the final setup and lastly, provides training and end-user support during and after the implementation process.

The ideal Candidate ensures client success with thorough project management, implementation, training, meeting of deadlines, and frequent communication. Depending on the areas of expertise, the role is expected to act as an escalation resource both internally for the company, as well as externally for clients.

A member of the Professional Services department may be required to participate in multiple teams internally, as well as requested to assist and participate in promotional events and client training sessions. Will assist with the sales process by engaging in pre-sales and vetting opportunities, designing and scoping projects and developing proposals.

Our team consists of a mobile workforce working remotely from home, providing support to our clients, but this position does require some Onsite Field Support and Project Work to clients in the region. We are looking for:

  • An IT Project Engineer to support our clients in the New York, NY area. Candidates must RESIDE near CT or New York, NY and be available to travel locally 25-50% of time for Onsite Field Support assignments as needed.

 

Technical Knowledge & Skills

This candidate is expected to have experience in the following areas and to be able to diagnose and resolve technical issues via Phone, Email, and Onsite Support across a variety of hardware, software, and networking topics including but not limited to:

  • Virtualization technologies - VMWare / Hyper-V
  • On Premise and Hosted Mail Solutions (Exchange / Google / O365)
  • Familiarity with SPF, DKIM, DMARC
  • Server Environments (Windows required. Linux a plus.)
  • Active Directory, O365 Administration, Azure AD & ADSync
  • Cybersecurity (2FA, MFA, Okta, etc.)
  • Networking and configurations of Switches, Firewalls, Wireless Controllers & Access Points
  • VPN technologies
  • Workstation operating systems (Windows, Mac, Chromebook)
  • Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
  • Backup solutions and applications (Datto, Veeam, etc.)
  • Network security (Fortinet, Cisco, SonicWall, etc.)
  • Disaster recovery solutions
  • Encryption technologies (Bitlocker, etc.)
  • Desktop applications
  • Remote desktop support
  • Simple and Complex LAN/WAN environments
  • VoIP phone systems

Essential Knowledge, Skills, and Competencies:

  • Management of Projects from Pre-Sale through Installation
  • Provide Pre-Sales Support for the Sales and CSM teams
  • Ability to diagnose individual and client issues by asking questions and listening, to fully understand their issue(s) through remote/phone communications as well as onsite visits and consultations.
  • Understands Business Models and the processes involved
  • Design Solutions in line with Client Needs and Company Goals
  • Provide Subject Matter Expertise (SME) for at least two areas of focus within Information Technology (ex. Cloud Services, CyberSecurity, vCIO, Networking, BC/DR, etc.)
  • Ability to Communicate Effectively with C-Level staff across many Organizations
  • Embody the RoundTable Technology brand by forming productive relationships built on trust, patience, and results with internal staff, customers, and vendor partners.
  • Keep clients informed of progress, changes and solutions in a timely and effective manner that exceeds client expectations and is in alignment with their culture and communication preferences.
  • Ability to Capture, Create and Maintain client specific documentation in RoundTable's systems according to standards and specifications.
  • Self-motivated to build out agenda and workload, and can act independently to prioritize and manage multiple client projects at a time.
  • Provide implementation, scheduling, resolutions to technical issues and general advice as a technical consultant
  • Engineer, Record, and Document solutions to common and difficult problems
  • Learn, Implement, and Teach best practices for implementation and configuration of company solutions
  • Collaborate and participate with Sr Engineering team to improve and provide implementation and configuration of solutions
  • Produce and review product documentation and training materials to ensure content accuracy and supportability of solutions
  • Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning.
  • Seek to overcome challenges and accept failure as an opportunity for improvement.
  • Ability and Desire to educate other team members, mentor and guide others and to serve as potential escalation points for the company.

Job Type: Full-time

Salary: $70,000.00 - $99,000.00 per year

Benefits:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Referral program

Schedule:

  • 8 hour shift
  • Monday to Friday
  • Weekend availability

Education:

  • Associate (Preferred)

Experience:

  • MSP: 3 years (Required)
  • Project engineering: 3 years (Required)

 

About us

RoundTable Technology is a growing Managed Service Provider rated in the top 25 MSPs two years in a row according to MSP 501 Survey of MSP's worldwide. We are the premier technology support company for non-profit organizations.


How to Apply

Please submit a thoughtful cover letter and resume to grow@roundtabletechnology.com