Professional Services Engineer

Position Summary:

The Professional Services Engineer (PSE) is a subject matter expert on the hardware and software our clients use. The PSE serves primarily as an installer and implementer of advanced technical professional work, as well as being an escalation point for our reactive service desk staff. This is an advanced technical level position and requires demonstrated experience in managing and solving complex technical problems and projects.

The PSE also serves as a mentor and resource for other roles at Onsite Logic and is expected to assist where needed. This role serves as a vital communication link between our clients and support teams and provides robust and changing work on a regular basis. The Professional Services Engineer works closely with both the vCIO and the Operations Manager in ensuring our clients receive world class support.

While previous experience is important, a passion for technology, a desire to deliver amazing customer service and an internal drive for self-development are the real keys to success at Onsite Logic. Our goal is to hire and keep exceptional associates who share our focus to deliver tremendous client care consistently.

Essential Job Responsibilities and Duties:

• Implement new hardware, software, and infrastructure services for clients.
• Perform scheduled or reactive onsite service calls.
• Provide escalation assistance to the service desk as required.
• ·Proactively plan, scope, oversee, and coordinate assigned project tasks.
• Server as a Subject Matter Expert for Onsite Logic products and services.
• Provide regular professional services reviews and reporting to the Operations Manager as required.
• Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.
• Maintain high positive Customer and user satisfaction and relationships.
• Keep abreast of the development of relevant IT and cybersecurity systems, hardware, and software applications within the industry.
• Keep documentation accurate and in good order.
• Assist in the training, mentoring and development of staff.
• Satisfactory achievement of ongoing targets, goals, and objectives as set by the Operations Manager.
• Accuracy of work undertaken, information, and advice provided.
• Perform other appropriate duties and responsibilities as assigned by the Operations Manager.
• Adopt continuous learning and improvement processes in all aspects of the position.

Education and Experience:

• Associates degree in Information Technology or related field or equivalent real-world experience required. (Required)
• IT Helpdesk experience within a Managed Services Provider: 3 years (Required)
• Customer service: 4 years (Required)
• Experience working in IT ticketing systems: 1 year (Required)
• Network +, Security +, or related certifications (Preferred)
• Familiarity with TruMethods Managed Services Framework (Preferred)

Knowledge, Skills and Abilities:

• Knowledge of advanced cyber security concepts and willingness to continue security focused learning.
• An understanding of client service concepts.
• A desire to find, fix, and improve existing technology and help business grow.
• Personable & approachable with the ability to build strong working relationships internal and external to the organization.
• Organized and self-motivated with the ability to work in a fast-moving environment.
• Ability to multitask, prioritize effectively, and adapt to changes quickly.
• Typing skills to ensure quick and accurate entry of service request details.
• Willingness to take on new duties or roles as you demonstrate proficiency in the Professional Services Engineer role.

Key Performance Indicators:

• Minimum of 85% time utilization for professional services each week.
• Maintain 90% or higher Budget hours target percentage.
• Maintain 90% or higher project on time close rate.

Physical Demands:

• Occasional lifting up to 40lbs (files, folders, boxes, office equipment, etc.)
• Frequent speaking, listening, and typing to correspond with clients and vendors
• Occasional stooping, kneeling, crouching (when onsite handling installations)
• Frequent sitting, using hands (manual dexterity) keyboarding
• Occasional standing, and walking (on and off client site)
• Must have an analytical aptitude such as spreadsheets, calculations, and basic math