Senior Professional Services Engineer (MSP Hybrid)

Location: Hybrid - La Verne (3 days at the office, 2 days remote)

About the role

Modern IT is a new kind of MSP: more intentional, more informed, and more inspired. Founded on the belief that today's business needs require different, we've rewritten the rules of IT against tool sprawl and hardware that creates more headaches than help. Our ideology is simple: IT should put people and business into motion, not stand in the way. By thoughtfully putting services over servers, training and trust over technology, and heartbeats over hardware, we help harmonize people and processes and create IT ecosystems that foster calm, spur confidence, and energize people in the right direction: forward.

As a Professional Services Engineer, you are the face of Modern IT in the field. When a client is cutting over to new infrastructure, refreshing their devices, or standing up a new network environment, they are experiencing Modern IT in the most visible, tangible way. What happens in those moments—how cleanly the work is executed, how clearly expectations are set, how well the environment is documented and handed off—shapes what the client believes about us long after the project closes. This role demands someone who thinks about quality, client communication, and continuous improvement in equal measure.

Through disciplined execution and healthy utilization, this role directly generates the non-recurring revenue that Professional Services is planned to deliver.

Who thrives in this role

This role is for the senior Professional Services engineer who has seen enough sloppy deployments to know there is a better way. You may already be the person clients trust most onsite—the one who asks good questions before touching anything, who labels cables without being asked, who flags a scope issue before it becomes a project blowup. You enjoy the technical challenge of deployment work, but you also take pride in how the engagement feels from the client's side.

You do not want to spend your career executing deployments that are forgotten by the next quarter. You want to build a track record of clean handoffs, satisfied clients, and projects that close on time and on budget. You care about documentation because you understand that what is not captured does not exist. You are also someone who wants to grow, recognizing that the best Professional Services engineers today understand not just hardware and networking, but endpoint management, identity, device lifecycle, and how all of it ties back to the client's long-term environment health.

If you are energized by field execution, client trust, technical ownership, and the opportunity to set a higher standard for how MSP project delivery looks and feels, this role was built for you.

Success Factors

Departmental Scorecards

Maintain a thorough understanding of all PS Team KPIs, including the importance of each KPI and KPI target:

• Number of Open Projects
• Number of Projects Closed
• Number of Open Overbudget Projects
• Number of Open Onboarding Projects
• Billable Hours Backlog
• Nonbillable Hours Backlog
• CSAT Score

Role Specific Scorecards

Maintain a thorough understanding of all Role Specific KPIs, including the importance of each KPI and KPI target:

• 85% Billable Utilization
• 100% Effective Utilization
• Contributor Hours trending down
• Overbudget Projects trending downward

Responsibilities

Professional Services Project Engagements

• Provide remote and onsite client services
• Complete projects on schedule and on budget
• Adhere to established project processes, including:
  • Successfully complete PE tasks in the project intake process
  • Project planning and preparation
  • Delivery of equipment for projects
  • Equipment setup and configuration
  • Execute timely maintenance windows for cutovers
  • Provide afterhours project services as necessary
  • Confirmation of technical alignment post project
  • Manage scope creep and additional project service requests
  • Completion of project technical documentation
  • Maintain project status documentation
  • Time entry and tracking in PSA
  • Acquire vendor support as necessary

Network Infrastructure

• Deploy and troubleshoot LAN/WAN infrastructure, including switches, routers, firewalls, and wireless access points
• Perform network assessments and validate connectivity requirements before and after deployment
• Coordinate with ISPs, third-party vendors, and client stakeholders to resolve connectivity issues without delay
• Maintain accurate change records, including updated onsite photos of newly deployed equipment
• Lead P1 incident coordination at client sites to ensure fast recovery and minimal downtime

Manage Onsite Subcontractors

• Perform onsite walkthroughs to validate that vendor work meets Modern IT standards
• Flag deficiencies, drive remediation, and formally sign off on subcontractor deliverables before project handoff
• Maintain complete subcontractor documentation, including labeling, photos, and as-built records

Documentation and Knowledge

• Update project documentation after every deployment with accurate as-built records, lessons learned, and outstanding items
• Create and improve deployment runbooks, client-specific environment notes, and troubleshooting guides that compound value across the PS team
• Maintain high-quality PSA data in ConnectWise, including time entries, task notes, scope changes, and project status

Meeting Rhythm

• Participate in the PS daily huddle, weekly department meeting, and scheduled 1:1s
• Attend New Project KT meetings with the Design Desk and vCIO for each assigned project
• Hold regular sync-ups with the PM to verify schedule and budget status; support or lead client project status meetings as needed
• Contribute subject matter expertise to the bi-weekly Standards Committee

Solutions Design Validation

• Peer review proposals to validate solution designs before they are sold
• Provide solutions design assistance to the Design Desk as needed

Requirements

Must Have

• 7+ years of experience in IT deployment, project engineering, or systems integration roles, including time leading onsite engagements
• Demonstrated hands-on experience with Microsoft Intune, including endpoint enrollment, policy configuration, and deployment troubleshooting
• Hands-on experience with Ubiquiti UniFi and Cisco Meraki platforms
• Strong networking fundamentals, including TCP/IP, VLANs, routing, switching, firewalls, wireless, DNS, DHCP, and WAN/LAN troubleshooting
• Experience with Entra ID, Autopilot, and Microsoft 365 environments including hybrid identity configurations
• Proven ability to communicate clearly with clients, stakeholders, and subcontractors of varying technical backgrounds, especially under pressure
• Proven track record: demonstrates a history of achieving organizational goals while maintaining high levels of operational success and client satisfaction
• Ability to manage multiple concurrent tasks and remain composed in high-pressure, onsite environments
• Willingness and ability to travel regularly to client sites in the Southern California region
• Strong documentation discipline—time entries, project notes, as-built records, and change documentation completed accurately and on time
• Microsoft platform certifications: MD-102 (Endpoint Administrator), AZ-104 (Azure Administrator), MS-900, AZ-900, or equivalent hands-on experience
• Networking certifications: CompTIA Network+, CCNA, UniFi/Ubiquiti Academy, or Cisco Meraki certification

Preferred

• Service operations: ConnectWise University, ConnectWise PSA certification, or equivalent hands-on PSA experience
• MSP or Professional Services background with experience managing client-facing engagements in a managed services environment

Benefits

Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work-life balance. Full-time employees are eligible for the following benefits:

Health & Insurance Benefits

• Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options) – coverage effective Day 1; Modern IT contributes toward employee and dependent premiums
• Basic Life and AD&D insurance (up to $50,000 provided by Modern IT)
• Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)
• Long-Term Disability insurance (employer-sponsored; effective after 3 months) – 60% of earnings up to $10,000/month
• Optional Dental and Vision insurance (effective Day 1 if elected)

Health & Wellness Programs

• Medical Flexible Spending Account (FSA)
• Health Savings Account (HSA) for HDHP participants
• Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)
• Employee Assistance Program (confidential counseling and resources)

Additional Voluntary Benefits

• Critical Illness, Accident, and Disability coverage
• Perks at Work (discounts on travel, electronics, home goods, etc.)
• Adoption Assistance Program (up to $1,500 reimbursement)
• Commuter Benefits Program (pre-tax transit/parking)

Time Off & Holidays

• 80 hours of PTO per anniversary year (for new full-time employees)
• 6 paid sick days per anniversary year
• 7 paid company holidays
• Up to 2 floating holidays per calendar year

Retirement

• 401(k) plan with employer match – eligibility begins the first day of the month following 3 months of employment

Pay

Estimated Market Salary Range: $110,000 - 130,000 annually, with flexibility based on experience and overall qualifications. Final compensation will align with skills, market data, and internal guidelines.