Professional Services Engineer

Overview

REMOTE within Minnesota

The objective of the Professional Services Engineer (PSE) is to deploy technology solutions for clients and to ensure the growth of sales through effective delivery of professional services, accurate proposal development and pre-sales technical design.

The PSE will help grow and expand the breadth and depth of solutions delivered to clients.

The PSE provides implementation services with a focus on medium-to-high level complexity tasks and functions associated with the project.

The PSE provides technical support and assistance to the enterprise for project issues with a medium-to-high level of complexity.

Responsibilities

• Deliver professional services with a focus on : Client satisfactionQualityTechnical excellence
• Perform end user project support primarily relating to desktop and mobile communications, network, server, security and storage
• Perform medium-to-high level network diagnostics and repairs as directed
• Develop Subject Matter Expertise in focused area(s) as needs dictate
• Professionally document all work performed and submit accurate timecards on a daily basis
• Assist other team member in maintaining accurate and up to date documentation of client’s network environment and supporting material that ensures consistent quality remote support by any member of the Professional Service Delivery Team
• Project DeploymentAssigned as lead to run technology projectsImplement client projects for cloud, security, network optimization, and overall performance of our customers’ infrastructureWork with assigned project leads and Project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of IT projects for our clients
• Work with other team members to identify new revenue opportunities, primarily via projects
• Respond to communications from team members within timelines established by All Covered’s communications standards
• Timely escalation of issues that prevents the PSE from performing the above job functions.

Key Performance Metrics

• 82% billed utilization / 91% effective
• Project quality (time / budget / quality)

Internal / External Contacts :

Daily interaction with team members and a variety of clients. The PSE works closely with IT service consultants, field engineers, project managers, subject matter experts, and market directors to ensure client satisfaction expectations are met.

Qualifications

• High School Diploma or equivalent required, Bachelor's Degree preferred
• 3-5 years of experience in network administration
• 2-4 years of desktop administration
• 3-5 years of operating systems experience (Windows, Mac, Unix, and / or Linux)
• 3-5 years of Exchange
• At least one of the following industry certifications is preferred : MCTS / MCP Server 2008 or aboveMCTS / MCP Exchange 2007 or aboveCompTIA Server+
• Intermediate understanding / support experience with firewall appliances and services (Cisco ASA and / or SonicWall NexGen models highly preferred)
• Intermediate understanding of the following protocols and networking services : TCP / IP, DNS, DHCP, Layer 2 Switching.
• Proven network analysis and diagnostic skills, ability to implement quick and effective solutions to network problems, and escalate issues when necessary.
• Advanced knowledge of Microsoft Office applications.
• Advanced understanding of and experience with Backup processes, software and hardware
• Additional technical competencies per discipline
• Ability to communicate with users over the phone and provide remote support and using a variety of remote support tools
• Must be a detail-oriented self-starter function autonomously, with minimal supervision
• Strong team player
• Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable language
• Strong customer service orientation
• Demonstrated dedication to consistent quality
5 days ago