Professional Services Engineer

We are growing fast and are looking to add a motivated person with awesome people skills, strong communication abilities, and most importantly, the desire to help others and make a real difference with clients’ needs. Our clients rely on us for their day-to-day technology needs along with strategic planning and management of their technology infrastructure. This is a role that is perfect for someone with great attention to detail and a security focused mindset who is looking for a mid level role in IT and Managed Services.

The Professional Services Engineer (PSE) is a subject matter expert on the hardware and software our clients use. The PSE serves primarily as an installer and implementer of advanced technical professional work, as well as being an escalation point for our reactive service desk staff. This is an advanced technical level position and requires demonstrated experience in managing and solving complex technical problems and projects.

The PSE also serves as a mentor and resource for other roles at Onsite Logic and is expected to assist where needed. This role serves as a vital communication link between our clients and support teams and provides robust and changing work on a regular basis. The Professional Services Engineer works closely with both the vCIO and the Operations Manager in ensuring our clients receive world class support.

While previous experience is important, a passion for technology, a desire to deliver amazing customer service and an internal drive for self-development are the real keys to success at Onsite Logic. Our goal is to hire and keep exceptional associates who share our focus to deliver tremendous client care consistently.

Essential Duties & Responsibilities

· Implement new hardware, software, and infrastructure services for clients.

· Effectively manage the scheduling, budget, and timelines of assigned projects.

· Perform scheduled or reactive onsite service calls.

· Provide escalation assistance to the service desk as required.

· Proactively plan, scope, oversee, and coordinate assigned project tasks.

· Server as a Subject Matter Expert for Onsite Logic products and services.

· Provide regular professional services reviews and reporting to the Service Desk Team Lead as required.

· Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.

· Maintain high positive Customer and user satisfaction and relationships.

· Keep abreast of the development of relevant IT and cybersecurity systems, hardware, and software applications within the industry.

· Keep documentation accurate and in good order.

· Assist in the training, mentoring and development of staff.

· Satisfactory achievement of ongoing targets, goals, and objectives as set by the Operations Manager.

· Accuracy of work undertaken, information, and advice provided.

· Perform other appropriate duties and responsibilities as assigned by the Operations Manager.

· Adopt continuous learning and improvement processes in all aspects of the position.

Key Performance Indicators

· Minimum of 85% time utilization for professional services each week.

· Maintain 90% or higher Budget hours target percentage.

· Maintain 90% or higher project on time close rate.

Job Qualifications

· Knowledge of advanced cyber security concepts and willingness to continue security focused learning.

· An understanding of client service concepts.

· A desire to find, fix, and improve existing technology and help business grow.

· Personable & approachable with the ability to build strong working relationships internal and external to the organization.

· Organized and self-motivated with the ability to work in a fast-moving environment.

· Ability to multitask, prioritize effectively, and adapt to changes quickly.

· Typing skills to ensure quick and accurate entry of service request details.

· Willingness to take on new duties or roles as you demonstrate proficiency in the Professional Services Engineer role.

Education & Experience

· Associates degree in Information Technology or related field or equivalent real-world experience required. (Required)

· IT Helpdesk experience within a Managed Services Provider: 3 years (Required)

· Customer service: 4 years (Required)

· Experience working in IT ticketing systems: 1 year (Required)

· Network , Security , or related certifications (Preferred