Engineer, Professional Services

IT Solutions Consulting • Brentwood, TN

5d

About The Position

The Engineer, Professional Services assists the Project team and provides knowledge and expertise for a range of project implementations and extended client engagements. The role requires attention to detail, initiative, and the ability to deliver results that meet customer requirements while maintaining high standards of customer service, compliance, and quality. The Engineer must be able to manage the stress of client-down situations and consistently provide excellent customer service.

The role includes maintaining a target of 70% billable hours per week, including dispatch and project work directly involving clients. The Engineer may travel to client offices as requested; on days not spent traveling, work is performed at the office or at an agreed-upon remote location. The Engineer collaborates with the project team, supports project objectives and milestones, analyzes project status and issues, and helps ensure timely completion. Additional work may include dispatch assignments, service tickets in the project team queue, troubleshooting, incident analysis, and technical escalation support for associate engineers. The Engineer also works with advanced engineering groups and vendors to resolve technical issues and keep clients updated.

Requirements

• Strong oral and written communication skills.
• Effective time-management and multitasking skills.
• Ability to stay organized and detail-oriented.
• Initiative and a demonstrated interest in solving problems, helping others, and driving continuous improvement and execution excellence.
• Exceptional organizational and self-management skills, including the ability to multitask accurately in a fast-paced, dynamic environment.
• Comfort and confidence in client-facing work, with the ability to follow up on client feedback and drive outcomes.
• Ability to communicate effectively with internal team members, customers, clients, and stakeholders.
• Expert-level knowledge of Microsoft Windows, Active Directory, and related services.
• Knowledge of server hardware configuration, including RAID and NIC teaming.
• Experience managing, troubleshooting, and migrating Exchange 2010, 2013, 2016, and 2019.
• Knowledge of Microsoft 365, including Exchange Online, SharePoint, Azure AD, and Intune.
• Knowledge of hypervisors including VMware ESXi, Microsoft Hyper-V, and Citrix XenServer.
• Network design skills, including firewall, router, and switch configurations.
• WAN configuration experience, including BGP and MPLS.
• Knowledge of Terminal Services, Remote Desktop Services, or Citrix XenApp/Desktop.
• Knowledge of Microsoft SQL 2012 and later.
• Knowledge of wireless network technologies, including cloud-managed products.
• Knowledge of enterprise security products, including CrowdStrike, Microsoft Defender, and Cylance.
• At least 4 years of experience as an Assistant Project Engineer or Project Engineer.
• At least 3 years of work 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.
• Active Directory experience, including DNS, DHCP, NTFS, file and printer sharing, and Group Policy.
• Experience implementing and managing VoIP technology.

Nice To Haves

• Experience with authentication technologies, including SSO/SAML, MFA, and Zero Trust.
• Administrator- or expert-level certifications in networking and cloud technologies, including Microsoft 365 and Azure.

Responsibilities

• Maintain 70% billable hours per week through dispatch and project work directly involving clients.
• Travel to client offices as requested to support the project team.
• Work onsite at the office or at an agreed-upon remote location on days not spent traveling.
• Provide superior service to customers and clients.
• Work with the project team to complete project objectives defined in the project statement of work.
• Collect and analyze project data, prepare status reports against project milestones, and recommend future actions.
• Review production, malfunction, and maintenance reports to determine or address issues.
• Assess project status against the planned schedule, identify actual or potential problems, and facilitate solutions to complete projects on time.
• Manage and prioritize personal utilization to direct hours toward productive, billable project work.
• Perform related duties as assigned, including dispatch work at client sites and managing service tickets assigned to the project team queue within agreed response timeframes.
• Analyze and troubleshoot ticket logs, track the nature and resolution of problems, and perform all levels of routing incident analysis.
• Act as a first-level technical escalation point for associate engineers, providing troubleshooting assistance and solutions and escalating to senior engineers when needed.
• Collaborate with advanced engineering groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution.

Benefits

• Medical and prescription plans.
• Dental and vision coverage.
• Paid holidays and flexible paid time off.
• 401(k) and Roth 401(k) with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life insurance and long-term and short-term disability insurance.
• Company-paid mental health support and financial wellness services.
• Flexible Spending Account for medical and dependent care.
• Health Savings Account option with a compatible medical plan.
• Company-paid training, materials, and exams.
• Performance-based bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level