Professional Services Engineers I @ ACDI

ACDI’s Professional Services Engineers provides industry-leading technical software support services that are focused on inbound technical problems, customer service issues, remote web-based support and internet chat support sessions, installation, configuration, coding/scripting and third-party application integration. This is where the rubber meets the road. You are the backbone of our professional services team and our partners depend upon your expertise. You will not only represent ACDI, but your knowledge and understanding of our products and the end-user’s needs play an invaluable role in the satisfaction of all parties involved. Simply put, this is one of the most important roles in the ACDI process. 

Your vision, skills and ambition will define your place in our professional services department. Lead by example and mentor other staff looking to advance. Your ability to think beyond your limits and prove yourself will be your ticket for advancement.

Professional Services Engineer I daily rundown

• Provide professional post-sales technical support for end user customers and dealer representatives

• Provide software installation and configuration through remote access system

• Provide software setup and training for end-users

• Provide pre-installation evaluation of custom technology

• Monitor, manage, and document all actions and solutions into the issue resolution system

• Process, resolve, and if needed, escalate support issues

• Achieve and maintain organizational requirements for ticket quality and time utilization

• Support a variety of application platforms and systems

• Document and utilize solutions through the use of a knowledge base, white papers, training sessions and other available educational tools

• Resolve questions regarding solutions, services, and training

• Provide creation/updating of training materials for end users and dealer technicians

• Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports

• Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals 

• Design and execute a post sale implementation strategy to ensure client up-time, comprehension, and overall satisfaction

• Train key personnel and managers on software, hardware, and supporting workflow

• Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared

• Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes

• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

• Some after-hours and/or holiday work required

• Contribute to team effort by accomplishing related results as needed

• Utilize various ticketing, Project Management, CRM, etc. systems to thoroughly document work

• Ability to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirements

• Contribute to team effort by accomplishing related results as needed

• Maintains a complete understanding of and adhere to all ACDI policies, procedures, and processes

• Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values

Experience & Education Requirements

• High School diploma, preferred Bachelor's Degree, and a minimum of 2 years of technical support experience or an equivalent combination of education and experience required

• Network architecture, systems administration, database administration, sets you apart

• A , Network , Security , Linux ,CCNA, AWS certifications preferred

• Microsoft/ITIL certification or equivalent preferred

• Document management experience preferred

• PaperCut Certified Technician, Certified Trainer, Certified PaperCut MF Professional or any other PaperCut certifications/experience preferred

• Must have a basic understanding in the following: 

  • Workstation Administration -Windows, Mac, Linux 
  • Windows, Mac, and Linux Printing 
  • Cloud computing and application hosting -AWS
  • Remote Desktop support
  • Online Collaboration Tools
  • Server Administration - Windows Server including managing Group Policies, Active Directory Users, Groups, and Organizational Units, DNS, and DHCP
  • Networking and Networking Topology including: 
  • -TCP/IP routing Protocols
  • -Firewalls and VPN 
  • -IPv4 Addressing and Subnetting
  • -Basic security, NAT and firewall
  • -Ethernet VLANs and VLAN Trunking
  • Virtual environments including VMware and Hyper-V as they relate to our products
  • Using Batch Scripting and PowerShell to automate labor-intensive processes including updating Active Directory fields and AD management
  • SQL, XML, MS, JavaScript
  • Network troubleshooting to include the ability to determine that the required connectivity exists between two end point devices (i.e. PaperCut Application Server and an MFP

• Must obtain all available product certifications within 90 days

• Familiarity with Google and ZoHo applications sets you apart

• Strong professional communication skills (via phone, email and in-person), problem solving, negotiation skills, technical capacity, project management, and collaboration

• Be able to effectively communicate technical information with non-technical stakeholders as well as all levels of management

• Experience exercising discretion and confidentiality with sensitive company or team information

• Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work

Physical Requirements

• Must be able to stand or sit for prolonged periods of time

• Must be able to lift 15 pounds

• Ability to travel and fly on a commercial airliner if needed

• May be required to furnish a passport or other identity documents for international travel

Supervisory Responsibility

• This position has no supervisory responsibilities.

Work Environment

• Moderate noise level, bullpen environment

• Fast paced, encouraging, and positive

• Employee may be required to furnish adequate internet services, mobile services, and devices necessary to receive business communications on a continual basis

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.