Role Description

Senior Engineers serve as the lead IT consultant on a technical support team. They operate like a deputy CTO on a Service Delivery Team, partnering with the Service Delivery Manager/Director in ensuring Executech’s products and services satisfy clients. They provide remote and onsite support, ensuring client needs are met in a timely fashion. They oversee network architecture, documentation, and deployment of solutions, including project discovery and execution, for a portfolio of clients. They have strong communication skills to consult with clients about their information technology and encourage teamwork in delivering overall IT success. They perpetuate a strong team culture that aligns with Executech’s mission, vision, and values. Senior Engineers model operational excellence that ultimately helps deliver employee success, client success, and business success.

Responsibilities

Responsibilities include but are not limited to:

· Service Delivery / Client Success

o Provide client communication and consultation. Always set proper expectations.

o Perform quality remote and onsite support on computer/network hardware and software.

o Ensure successful delivery of services while meeting/exceeding defined client expectations.

o Partner with the Service Delivery Manager/Director in establishing fully engaged clients, ensuring they are getting the value they expect throughout the entire client life cycle.

o Grow and maintain positive relationships with client POCs.

o Focus on the big picture without leaving everyday details behind.

o Anticipate client needs and plan in advance, increasing the odds that the client succeeds with the Service Delivery Team/Executech as their IT Department.

o Consult with clients by helping them see around corners and continually improve their IT infrastructure to ensure uptime, increase productivity, and help meet their business objectives.

o Effectively partner with Professional Services, Security, Cloud, Sales, Client Success, Operations, Finance, Training, and Administration, reinforcing the Service Delivery Team’s overall success.

· Network Architect/Engineer

o Oversees IT Roadmaps, ensuring each client’s roadmap is current, correct, and actively executing.

o Assist in researching and developing new solutions and products per IT Roadmap process.

o Partner with Security to ensure each client has an Incident Response Plan suited to their needs and priorities.

o Assist with Sales and CSM teams on sales engineering opportunities and tasks as assigned.

· Project Discovery/Engineering

o Coordinate with Service Delivery Manager/Director and Service Delivery Team members to support execution of PNW’s growth efforts, both external and internal.

o Lead out in uncovering client IT opportunities and threats.

o Drive project architecture/scoping/planning/execution.

· Network Documentation

o Ensure thorough creation and maintenance of client technology documentation, including network diagrams via Auvik, etc.

o Promptly update tickets, work logs, time entry, etc. to ensure real-time service delivery status for managing client relationships and making key decisions.

o Develop policies and procedures governing how to troubleshoot IT issues at client sites, including identification, documentation, distribution, and resolution.

· Proactive Management and Maintenance of Networks

o Manages IT success for each client, ensuring proper configuration and deployment of servers, networks, firewalls, switches, wireless networks, backups, security solutions, cloud solutions, Microsoft licenses, etc.

o Troubleshoot network and server issues.

o Provide network and server maintenance support to clients, including patch management, firmware updates, end-of-life OS management, and hardware lifecycle management.

o Complete ticketed support items in a timely fashion.

o Provide escalation support and mentorship to Proactive Engineers.

o Monitor client health, helping identify trending and client IT success issues among tickets and communicate to Service Delivery Manager.

· Culture

o Partner with the Service Delivery Manager/Director in

§ Fostering the company culture by building and maintaining relationships with the team and internal partners.

§ Promoting a culture of high performance, ownership, and integrity.

§ Strengthening Executech core values, holding others accountable for core value alignment and impact on team dynamics.

§ Cultivating positive employee relationships with team members through quality communication, training, coaching, and mentoring.

§ Motivating and empowering team members.

§ Ensuring team members are familiar with IT service delivery processes and best practices, offering/facilitating training as assigned.

§ Helping guide Service Delivery Team culture, implementing initiatives, passing down HQ/GM/Director direction, etc.

o Maintain a friendly, willing-partner attitude towards co-workers and teammates.

o Meet/exceed team goals.

o Participate in company/region/division/team meetings, trainings, and activities. Continue to learn and improve in the knowledge of Executech’s products and services to be a greater asset to the business and a more valued consultant to clients.

o Honor company policies, procedures, and deadlines.

· Perform other duties or special projects as required or as assigned by Service Delivery Manager/Director.

Skills/Minimum Requirements

· Embodies Executech’s core values: People – Passion – Commitment – Grit – Growth

· Has aptitude, natural ability, and thorough understanding of the job to execute responsibilities.

· Will go the extra mile to get the job done.

o Energized by challenges and obstacles.

o Hours may vary to meet the needs of clients and business operations. Willing and able to work after hours, weekends, and/or holidays as needed.

· Possesses the emotional, intellectual, physical, and time capacity to perform the job.

o Humbly confident and self-aware. Empathetic.

o Able to:

§ do critical thinking and solve complex problems.

§ predict, prioritize, and plan.

§ conceptualize, strategize, and systematize how best to do things while orchestrating human resources.

o Has stamina, energy, and tenacity to do what it takes.

o Self-disciplined to use time effectively. Able to structure, prioritize, and organize their schedule to optimize their time.

· Exceptional communication/consultation skills.

o Must have excellent communication/consultation skills – verbal and written – with situational awareness. Able to communicate effectively with technical/non-technical staff, management, and clients, as well as present complex information in a clear and concise manner.

· Excellent analytical and problem-solving skills.

o Must have strong analytical skills, able to identify trends/patterns and analyze information and data to make informed decisions.

o Must be able to identify problems, develop and implement solutions, and make sound decisions that are in the best interest of the organization. Demonstrated maturity in judgement.

· Solutions-oriented mindset; forward thinking.

· Demonstrated project management skills; able to develop, engineer, and manage projects to completion.

· Organized with strong attention to detail.

· Ability to flex; nimble/agile.

· Able to manage multiple tasks, competing priorities, and deadlines on a tight schedule. Able to prioritize workload and manage time effectively.

· Operates with a sense of urgency; able to effectively work under pressure consistent with the job duties and IT industry.

· Reliable; self-motivated and able to work autonomously as well as with a team.

· Professional, pleasant, and patient demeanor.

· Open-minded; able to take direction.

· Client Success / Customer Service orientation.

o Must have a strong client focus with ability to understand their needs and expectations.

o Able to develop solutions and strategies that meet/exceed client expectations.

· Business processes and functions knowledge with a solid understanding of Executech’s products/services.

o Excellent knowledge of Microsoft products, including server OS, Microsoft 365, Microsoft Hyper-V, Azure administration, Azure AD and InTune, on-premise AD, SharePoint, PowerShell, etc.

o ConnectWise Manage/Automate experience preferred.

· College degree and/or equal job experience in Information Technology / Networking.

o 7-10 years’ experience as a systems or network administrator.

o Preferred certifications include CompTIA (A , SEC , Network ), MCSE, Microsoft Fundamentals, Azure Fundamentals, Cisco (CCNP, CCNA), CAPM, but are not required.

o Able to evaluate an IT environment and consult on network/server needs.

o Proficiency in network design, management, and troubleshooting.

o Experience deploying and setting up servers, networks, firewalls, switches, wireless, desktops, laptops, etc., such as:

§ Windows and Mac Operating Systems

§ Windows and Linux Server Operating Systems

§ Desktop applications and Encryption technologies

§ Microsoft Active Directory, SQL Server, Remote Desktop Services, and Exchange

§ Virtualization technologies

§ Storage, Disaster recovery and Backup solutions

§ Network protocols (TCP/IP, DHCP, DNS, etc.)

§ Networking and configurations (switching, routing, firewalls, VLANs)

§ Web technologies, (XML, HTML, IIS, CSS)

§ Microsoft 365, Azure, AWS, and G-Suite administration

§ Mobile Device Management administration

§ Scripting knowledge and syntax (PowerShell, Batch, SQL)

§ Identity Provider/Multi-Factor Authentication service administration

§ VoIP phone systems

· Valid Driver’s License.

PEOPLE . PASSION . COMMITMENT . GRIT . GROWTH