Professional Services Engineer

Position Overview:

As a Professional Services Engineer, you will be a key member of our technical team, providing high-level expertise and leadership across various aspects of our service offerings. You will mentor Help Desk and Senior Help Desk Technicians, manage new customer onboardings and offboardings, serve as an escalation point for complex technical issues, and work directly with senior management at customer organizations to build technology roadmaps. Your role will involve leveraging your deep technical knowledge to ensure the successful delivery of services and solutions, acting as a trusted advisor to our customers, and driving continuous improvement in our service delivery.

Job responsibilities:

• Mentor and provide guidance to Help Desk and Senior Help Desk Technicians, fostering their professional development and technical skills.

• Manage the onboarding and offboarding processes for new and departing customers, ensuring a smooth transition and seamless service delivery.

• Serve as an escalation point for complex technical issues that cannot be resolved by the Help Desk team, providing expert-level troubleshooting and problem resolution.

• Work directly with senior management at customer organizations to develop and maintain technology roadmaps that align with their business objectives.

• Act as a subject matter expert in all things technology, providing strategic advice and technical leadership across a wide range of IT solutions and services.

• Collaborate with internal teams and customers to design, implement, and optimize IT infrastructure, ensuring it meets performance, security, and scalability requirements.

• Conduct regular technology assessments and audits to identify opportunities for improvement and ensure compliance with industry standards and best practices.

• Lead and participate in projects to deploy new technologies and upgrade existing systems, ensuring successful project completion within scope, budget, and timeline.

• Stay current with emerging technologies, trends, and best practices, and incorporate this knowledge into customer solutions and internal processes.

• Provide high-level technical support and consulting services to customers, helping them achieve their business goals through effective use of technology.

• Develop and maintain strong relationships with customers, acting as a trusted advisor and primary point of contact for technical matters.

• Ensure all technical documentation is accurate, up-to-date, and accessible to relevant stakeholders.

• Participate in regular meetings with customers and internal teams to review service performance, address concerns, and identify areas for improvement.

Requirements

• Minimum of 8 years in business IT support and services, including experience in technical leadership or a client-facing consulting role.

• Expert-level knowledge in IT infrastructure, including network architecture, cloud environments (e.g., Azure, AWS), Windows Server, Active Directory, and Microsoft 365. Advanced proficiency in virtualization, VPNs, and security best practices.

• Demonstrated experience in managing IT projects from inception through deployment, with a track record of on-time and on-budget delivery.

• Exceptional interpersonal skills with the ability to act as a trusted advisor to clients, providing high-level guidance and support.

• Proven ability to mentor and develop junior and senior technical staff, including fostering skill growth and encouraging best practices.

• Experience in creating and managing technology roadmaps, aligning IT solutions with business objectives, and advising on long-term planning.

• Strong ability to maintain accurate documentation, with an understanding of industry compliance standards and the ability to ensure alignment.

• Commitment to staying current with emerging technologies and best practices, with an interest in obtaining additional certifications or skills relevant to the role.