Engineer, Professional Services

IT Solutions Consulting LLC•Brentwood, TN

2d•Hybrid

About The Position

The Engineer, Professional Services is responsible for delivering quality project engagements for a range of project types and extended client engagements. This position will be focused on serving a high-growth client focused on accounting practices. As a professional services engineer, you will be assisting our clients in reducing risk and downtime, achieving compliance goals, and enabling their employees to remain efficient and competitive. The ideal candidate has a high level of attention to detail, takes initiative, is adept at troubleshooting, and can drive results for customer requirements. The Engineer, Professional Services will be responsible for maintaining the organization’s standard for customer service and executing projects within scope and budget while maintaining high quality deliverables. In addition, the Engineer, Professional Services will need to approach transitions and impactful client situations with confidence and a positive attitude.

Requirements

Strong oral and written communication skills
Effective time management and multi-tasking skills
Maintains the ability to stay organized and be detail-oriented
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
Ability to effectively guide user groups through change and uncertainty
Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
Confident and comfortable with client facing activity. Demonstrates the ability to follow up on client feedback to drive outcomes
Strong oral and written communication skills
Communicate effectively with internal team members, customers, clients, and stakeholders.
Ability to quickly learn new technologies leveraging vendor documentation, online training and resources, and hands-on learning (including shadowing)
Installation/maintenance of multiple accounting focused applications such as Ultratax, Thompson Reuters, LaCerte, ProSeries, CCH Axcess, QuickBooks, Sage 50, BNA Tax, and File Cabinet
Expert level Microsoft Windows /Active Directory and related services
Active Directory services and supporting infrastructure (DNS, DHCP, NTFS permissions, file/printer services, Group Policy)
Server hardware configuration, including RAID, NIC teaming
Exchange Management, troubleshooting, and migrations
Microsoft 365 (Exchange Online, SharePoint, Entra AD & Intune)
Cloud deployed infrastructure. Azure IaaS and AVD
Hypervisor (VMware ESXi, Microsoft Hyper-V)
Network Design (Firewall, Router, Switch configurations)
Interconnectivity technologies such as SD-WAN
Remote Desktop Services, or Citrix XenApp/Desktop
Wireless Network technologies including cloud managed products
Authentication technologies including SSO/SAML, MFA, Zero Trust
Enterprise Security Products (EDR, SIEM)
Familiarity with common MSP platforms including RMM, backups, and security tools including Datto and SentinelOne
Experience using generative AI technology such as Microsoft Copilot and ChatGPT
4+ years of experience as an Assistant Project Engineer or Project Engineer.
3 years’ 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 delivering IT services and projects in small/midmarket accounting offices
Proven ability to effectively manage schedule, peak load, deadlines, and minimize IT disruptions during accounting busy season

Nice To Haves

Experience in M&A and creating technical integration playbooks for small firm experience a plus
Experience in implementation and management of VoIP technology a plus

Responsibilities

Project Billable Utilization of minimum 70% billable hours per week, including all dispatch and project work directly involved for the client.
Manage and prioritize personal utilization in project work to ensure that hours are being directed towards productive, billable work.
As requested, travel onsite to client offices to provide services supporting the project team. Days not spent travelling will be worked either onsite at the office or in the agreed upon remote location.
Work closely with Strategic Advisors to translate client needs into project plans and deliverables
Provide superior service to customers and clients.
Work closely with the project team to complete the defined project objectives outlined in the project statement of work.
Collect and analyze project data to create status reports against the established project milestones and recommend future actions.
Review reports of production, malfunction, and maintenance to determine or address issues.
Communicate regularly with clients and project management, such that internal and external teams are always up to date and informed of the latest status/next steps
Assess the status of projects against the planned schedule, identify actual or potential problems, and facilitate solutions to ensure projects are completed on time.
Analyzes and troubleshoots ticket logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
Acts as a first level technical escalation point and support/mentoring capacity for associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary.
Produces quality documentation deliverables for clients and internal resources, including hand-offs to the support teams
Interacts and works directly with multiple advanced engineer groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.
Other related duties as assigned