I Tech Support

Position: Field Technician, Technical Alignment Engineer

Position Type: Regular Full-Time Salaried Employee

Location: Remote with travel to clients in Houston, TX

Role Summary:

The Technology Alignment Engineer (TAE) is pivotal in reducing reactive service demands, such as ticket volume and resolution times, creating a more efficient environment for both clients and our MSP. Through meticulous technology benchmarking, the TAE ensures client technologies adhere to industry and MSP standards, thereby minimizing downtime and preventing outages. This role is also critical in identifying professional service revenue opportunities through their findings, driving enhancements in system performance and security. Furthermore, the TAE manages all client technology documentation and SOPs, providing essential knowledge support to the team and reinforcing our commitment to service excellence.

RESPONSIBILITIES

• Perform scheduled proactive reviews of assigned client environments.

• Identify risks linked to outdated or misconfigured systems.

• Drive down Tickets per Endpoint per Month (TPE/M) and avg resolution time.

• Develop and manage the technical documentation and SOP library.

• Build and maintain knowledge of client technologies.

• Provide minimal reactive work during onsite proactive visits.

• Participate in the Noise Abatement Process (NAP) weekly meeting.

• Exhibits company core values and enhances company culture.

• Collaborate with the operations and technical experts in the company to identify requirements for current and future technologies.

• Deploy and support technology solutions based on industry best practices.

• Conduct systems analysis and recommend improvements for managed services clients via client facing assessment as needed.

• Perform quality assurance and peer reviews for managed services clients.

• Foster and maintain strong relationships with clients, prospective clients, and other staff members.

• Identify opportunities for new additional services and new customer sales.

• Adhere to department-approved training, mentoring, and certification standards.

• Perform additional tasks and duties as assigned by the supervisor.

ACCOUNTABILITY/KPIs:

• Follow established TAE team documented processes and workflows.

• Ensure documentation and processes are up to date.

• Maintain a thorough understanding of Technology Alignment Team KPIs.

• Complete technology benchmarking reviews and scorecards based on the set schedule.

• Achieve a 90% proactive / 10% reactive service ratio on schedule client service days.

• Management of ticket assignments according to ticket priority and age.

• Maintain a 100% Effective Utilization by accurately logging all time worked.

• Agreement Utilization > 95% demonstrating productivity.

COMPETENCIES

• Technical proficiency in relevant technologies with ongoing learning.

• Strong organizational and coordination skills.

• Effective multitasking and task prioritization.

• Client-focused mindset for business needs alignment.

• Collaborative team approach for solution development.

• Ability to communicate professionally with clients, team, and management both verbally and in writing.

• Willingness to work in a strong team environment.

• Capability to work independently and meet specific deadlines.

• Excellent problem-solving, debugging, and troubleshooting skills.

• Strong analytical and organizational skills, with a demonstrated ability for problem determination and resolution.

• Ability to effectively manage multiple tickets simultaneously and prioritize client issues and needs.

• Professionalism, attention to detail, and a positive customer-facing attitude.

SKILLS REQUIREMENTS

• Data Center: Experience in configuration and administration of hypervisor-based virtualization technology (e.g., Hyper-V, VMware, VDI).

• Cloud Computing: Proficient in systems engineering and administration within a Microsoft environment, including Microsoft Intune, Entra and Endpoint Manager, as well as AWS, and Google Cloud.

• Systems Integration: Experience in integrating various subsystems into a cohesive whole.

• Network Configuration: Understanding of network protocols, configurations, and security.

• Operating Systems: Familiarity with multiple operating systems, such as Windows, Linux, and MacOS.

• Certifications such as MCA or MCE in Microsoft Azure platforms, and/or Google IT Support Professional are not required but highly recommended.

EDUCATION & EXPERIENCE REQUIREMENTS

• Bachelor's Degree (B.A. or B.S.) from an accredited institution, or equivalent combination of education and experience.

• CompTIA Network+ or Security+ certification preferred.

• Essential business acumen and strong communication skills.

• Minimum of three (3) years of experience in supporting businesses with technology as well as providing solutions that will solve technical challenges for the customer including security solutions, best practices, design, planning, and implementation.

COMPENSATION STRUCTURE

Annual Salary Payable Bi-Weekly

Adjustments to Compensation Plan: The company reserves the right to modify the compensation plan as business circumstances evolve over time. Any changes will be made as collaboratively as possible, with a strong commitment to ensuring that your compensation remains fair and supports your professional growth.

BENEFITS

You will be eligible for immediate enrollment into our benefits program with a lead time that range between thirty (30) and sixty (60) days before coverage begins. The details of i-Tech's benefits offerings, retirement offerings and other offerings are detailed in i-Tech's Employee Handbook.

Highlights of the current benefits are as follows:

• Medical, dental, and vision insurance with competitive plan options
• 401K plan + employer match + immediate vesting
• Employer paid long-term disability insurance + life insurance
• 22 days off per year (15 days of accrued PTO + 7 paid holidays)
• 6 weeks paid parental leave
• Company issued laptop
• Company paid training as necessary
• Opportunities for professional development and growth
• Friendly and collaborative work environment.