Engineer, Professional Services

IT Solutions; Brentwood (TN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Rich Medical and prescription plans

Dental & Vision

401K/401K Roth with Safe Harbor

Stock Appreciation Rights

Company-paid life insurance

Company-paid training, materials, and

Holidays and Flexible PTO

Employee assistance programs

Job summary

IT Solutions is a fast-growing MSP delivering high-end technology solutions to small and mid-market businesses. The Engineer, Professional Services supports project implementations, emphasizes compliance and quality, and maintains exceptional customer service to manage client expectations.

The role requires initiative, attention to detail, and the ability to work under pressure while coordinating with project teams and vendors to achieve milestones.

Qualifications

• Bachelor’s degree in a related discipline is required.
• Experience with Active Directory including DNS, DHCP, NTFS and Group Policy.
• Experience in VoIP implementation and management is essential.
• Authentication tech experience (SSO/SAML, MFA, Zero Trust) preferred.
• Certifications in networking or cloud (Microsoft 365, Azure) are a plus.

Responsibilities

• Provide knowledge and expertise for project implementations and client engagements.
• Assist project team to meet defined project milestones and quality standards.
• Maintain high standards for customer service and compliance.
• Analyze project data and prepare status reports against milestones.
• Escalate and troubleshoot technical issues with engineering teams.
• Travel onsite to client offices as needed to support projects.
• Collaborate with multiple engineer groups and vendors to drive incidents to resolution.
• Support contractor and dispatch activities on client sites as required.

Skills

Communication skills

Time management

Detail-oriented

Client-facing

Initiative

Problem solving

Team collaboration

Education

Bachelor's degree

Tools

Active Directory

DNS

DHCP

NTFS

Group Policy

VoIP

SSO/SAML

MFA

Zero Trust

Microsoft 365 / Azure

Exchange

VMware ESXi / Hyper-V / Citrix

Job description

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:

TheEngineer, 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 a high level of attention to detail, takes initiative, and can drive results for customer requirements. The Engineer, Professional Services will be responsible for maintaining the organization’s standard for customer service and delivering projects with the highest attention to compliance and quality.The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities:

• Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client.
• Asrequested, 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.
• Provide superior service to customers and clients.
• Work closely with the project team to complete the defined projectobjectivesoutlined 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 todetermineor address issues.
• Assess the status of projects against the planned schedule,identifyactual or potential problems, andfacilitatesolutions to ensure projects are completed on time.
• Manage and prioritize personalutilizationin project work to ensure that hours are being directed towards productive, billable work.
• Other related duties as assigned, including dispatch work on client sites, and managing service tickets that are assigned to the projectteamqueue, and responding in an agreed upon timeframe.
• 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 to assist associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary.
• Interacts and works directly with multiple advanced engineer groups and vendors to expedite technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.

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:

TheEngineer, 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 a high level of attention to detail, takes initiative, and can drive results for customer requirements. The Engineer, Professional Services will be responsible for maintaining the organization’s standard for customer service and delivering projects with the highest attention to compliance and quality.The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities:

• Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client.
• Asrequested, 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.
• Provide superior service to customers and clients.
• Work closely with the project team to complete the defined projectobjectivesoutlined 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 todetermineor address issues.
• Assess the status of projects against the planned schedule,identifyactual or potential problems, andfacilitatesolutions to ensure projects are completed on time.
• Manage and prioritize personalutilizationin project work to ensure that hours are being directed towards productive, billable work.
• Other related duties as assigned, including dispatch work on client sites, and managing service tickets that are assigned to the projectteamqueue, and responding in an agreed upon timeframe.
• 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 to assist associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary.
• Interacts and works directly with multiple advanced engineer groups and vendors to expedite technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.

Requirements:

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
• 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.
• Expert level Microsoft Windows /Active Directory and related services
• Server hardware configuration, including RAID, NIC teaming
• Exchange 2010, 2013, 2016, 2019 – Management, troubleshooting, and migrations
• Microsoft 365 (Exchange Online, SharePoint, Azure AD & Intune)
• Hypervisor (VMwareESXi, Microsoft Hyper-V, CitrixXenServer)
• Network Design (Firewall, Router, Switch configurations)
• WAN configuration including BGP and MPLS
• Terminal Services, Remote Desktop Services, or Citrix XenApp/Desktop
• Microsoft SQL 2012 and later
• Wireless Network technologies including cloud managed products
• Enterprise Security Products (CrowdStrike, Microsoft Defender, Cylance)

Experience

• 4+ years of experience as an Assistant Project Engineer or Project Engineer.
• 3 years’ work experience as a Network Administratorinstalling, configuring,maintaining, and troubleshooting network, datacenterand security technologies.
• Bachelor’s degree in a related discipline or equivalence of professional work
• Active Directory experience including DNS, DHCP, NTFS, File/Printer Share, Group Policy
• Experience in implementation and management of VoIP technology
• Authentication technology experience, SSO/SAML, MFA, Zero Trust preferred

Certificates, Licenses, Registrations:

• Prefer administrator or expert level certifications in networking and cloud technologies, including Microsoft 365 and Azure

ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

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.