Engineer, Technical Alignment

IT Solutions Consulting•Kansas City, MO

1d•Hybrid

About The Position

About ITS: Do you have the CHOPS ? IT Solutions lives its values: C lient Success is Our Success, H ungry for the Journey, O wnership Thinking, P assionate Problem Solving, and S urrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. Job Summary: The Analyst, Technical Alignment plays an integral part in supporting our Technology Alignment Department. As our Analyst, Technical Alignment, you are responsible for providing proactive services and support to our clients across the Greater Toronto Area. More specifically, you’ll be tasked with ensuring all client technologies are functioning properly, while reducing the need for reactive support. This role reports to our Technology Alignment Team Lead, and works closely with various departments to ensure optimal operations.

Requirements

Post-secondary diploma or bachelor’s degree in Computer Science or Information Technology; and/or 1-5 years of proven technical support experience
Any of the following professional IT certifications: Microsoft, Citrix, Sophos, Cisco, Comptia
Proven experience providing network administrative support
Previous experience working with VMware, Windows Servers, RMM, and PSA
Advanced MS Windows Server administrative skills and support skills
Experience in administering, managing, and troubleshooting patch management tools
Sound knowledge of backups and Disaster Recovery software and strategies
Experience with Datto BDR and VEAM
Excellent communication, interpersonal, and active listening skills
Professional, proactive, and personable telephone etiquette
Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
Ability to solve problems independently, effectively, and efficiently
Ability to multi-task and work under tight deadlines
Ability to manage changing priorities effectively and efficiently
Strong team player spirit is a must
Must be willing to work in a hybrid working environment
Must be willing to attend the office or client worksites in-person when required

Nice To Haves

Previous experience working with a Managed service provider is an asset
Experience in creating custom scripts using Remote Management Tools, such as ConnectWise, Automate, or Datto will be an asset

Responsibilities

Adhere to our established Technology Alignment processes, procedures, and policies
Assist with client onboarding and offboarding procedures
Provide proactive IT support to clients, ensuring all physical and digital networks are operating smoothly without any interruptions
Monitor and remedy client infrastructure issues and alerts in a timely manner
Perform regular onsite proactive services that will reduce the need for reactive support
Perform regular checks for maintenance installation to ensure all systems are running smoothly
Document system reviews, recommendations, internal processes, and procedures
Escalate client issues to the Technology Alignment Team Lead if need be
Provide additional IT support to other departments as required
Participate in after-hours on call and/or on call escalation rotations as assigned
Other assignments as instructed by the Technology Alignment Team Lead
Attend regular internal/external meetings
All other duties and responsibilities as assigned by the Technology Alignment Team Lead