Engineer, Professional Services

About the Company

IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. We are a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses. With over 25 years of experience and thousands of satisfied clients, IT Solutions is a nationally recognized leader in the IT space. Join us and grow as we innovate new ways to help businesses Experience Excellence.

About the Role

The Engineer, Professional Services is responsible for assisting the Project team and providing knowledge and expertise for a range of project implementations and extended client engagements. The ideal candidate has a high level of attention to detail, takes initiative, and can drive results for customer requirements. You will maintain the organization’s standard for customer service and deliver projects with the highest attention to compliance and quality. Managing the stress of client-down situations while providing excellent customer service is paramount.

Responsibilities

• 70% billable hours per week, including dispatch and project work directly for clients.
• Travel onsite to client offices as requested to support the project team. Non-travel days will be worked onsite at the office or a remote location.
• Provide superior service to customers and clients.
• Work closely with the project team to complete defined project objectives outlined in the project statement of work.
• Collect and analyze project data to create status reports, recommend future actions, and track milestones.
• Review production, malfunction, and maintenance reports to address issues.
• Assess project status against the planned schedule, identify potential problems, and facilitate solutions to ensure on-time completion.
• Manage and prioritize personal utilization in project work to ensure productive, billable hours.
• Perform other related duties, including dispatch work, managing service tickets, and responding within agreed timeframes.
• Analyze and troubleshoot ticket logs, track problem resolution, and perform incident analysis.
• Act as a first-level technical escalation point to assist associate engineers with troubleshooting and solutions.
• Interact and collaborate with advanced engineer groups and vendors to escalate technical issues and drive incident resolution.

Requirements

• 4+ years of experience as an Assistant Project Engineer or Project Engineer.
• 3 years’ experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center, and security technologies.
• Bachelor’s degree in a related discipline or equivalent professional work experience.
• Strong oral and written communication skills, with the ability to communicate effectively with internal teams, customers, and stakeholders.
• Exceptional organizational skills, including self-management and multitasking in a fast-paced environment.
• Confidence and comfort in client-facing activities, with a focus on driving outcomes based on client feedback.
• Expertise in Microsoft Windows/Active Directory and related services (DNS, DHCP, NTFS, File/Printer Share, Group Policy).
• Experience with server hardware configuration, including RAID and NIC teaming.
• Exchange 2010–2019: Management, troubleshooting, and migrations.
• Microsoft 365 (Exchange Online, SharePoint, Azure AD, and Intune).
• Hypervisor experience (VMware ESXi, Microsoft Hyper-V, Citrix XenServer).
• Network design (Firewall, Router, Switch configurations).
• WAN configuration, including BGP and MPLS.
• Terminal Services, Remote Desktop Services, or Citrix XenApp/Desktop.
• Microsoft SQL 2012 and later.
• Wireless network technologies, including cloud-managed products.
• Enterprise security products (CrowdStrike, Microsoft Defender, Cylance).
• Experience with VoIP technology implementation and management.
• Authentication technology experience (SSO/SAML, MFA, Zero Trust preferred).

Qualifications

Preferred administrator or expert-level certifications in networking and cloud technologies, including Microsoft 365 and Azure.

Benefits

• Rich medical and prescription plans.
• Dental and vision coverage.
• Paid holidays and flexible paid time off.
• 401K/401K Roth with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life insurance, long-term and short-term disability insurance.
• Company-paid mental health support and financial wellness services.
• FSA for medical and dependent care.
• HSA option with compatible medical plan.
• Company-paid training, materials, and exams.
• Performance-based bonuses.