Managed Services Lead Engineer

Overview

Under the direction of the Director of Consultive Engineering, the TOS Lead Consulting Engineer is responsible for driving proactive IT solutions and strategies while overseeing complex technical escalations for clients. This role focuses primarily on proactive workstreams, including client audits, technology roadmaps, and best practice implementation while also handling high-level reactive technical issues. The TOS Lead Consulting Engineer collaborates with various teams to ensure client satisfaction, minimize service disruptions, and enhance operational efficiency. This position is designed to reduce reactive service ticket volume, ensure client satisfaction, and support exceptional service delivery within NetGain Technologies' managed services client base.

Key Responsibilities

• Conduct proactive onsite visits with clients to assess and align their technology with NetGain's standards and best practices.
• Develop IT roadmaps and process technical audits for consultive clients.
• Provide budgetary estimates in accordance with IT roadmaps.
• Handle high-level reactive technical issues remotely and onsite as required.
• Collaborate with various teams to design solutions for client environments.
• Ensure completion of all tasks required by the Director of Consultive Engineering and report any issues with deadlines.
• Play a critical role in new client onboarding and ongoing client management.
• Understand clients' businesses and identify operational impacts based on proposed technological changes.
• Maintain positive communication among all team members involved in client servicing.
• Promote directing all issue resolution through the NetGain Helpdesk.
• Develop, implement, and maintain best practices across all assigned TOS accounts.
• Engage in the development and improvement of NetGain's standards and best practices.

Measures of Performance

Additional Expectations

Reporting Relationships

Responsibilities

Expectations of Professionalism

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