Implementation Engineer II

ISG Technology•Wichita, KS

22h•Hybrid

About The Position

ISG Technology is a leading IT services provider with over four decades of experience helping clients drive business growth by managing their IT infrastructure, securing their networks, and protecting their data. As part of the Twin Valley Family of Companies, ISG Technology is recognized nationally for its managed IT and security offerings, consistently achieving high customer satisfaction scores. The Managed Services Provider (MSP) Implementation Engineer II will support MSP clients and ISG leadership by facilitating the implementation of technology and managed services. This role involves participating in the onboarding and transitioning of new and existing clients, as well as managing future changes to ISG's Managed Service products and services. The Engineer will assist external clients with the implementation of technical systems, software, hardware, or solutions, evaluating client needs, developing configurations that support business processes, and defining/executing delivery and implementation plans. Responsibilities also include testing, auditing, troubleshooting system setups, and providing internal training and end-user support during and after the implementation process.

Requirements

High School Diploma or equivalent required.
Experience in Technical Operations function, including solid experience dealing with customers, and internal teams, typically gained over 4 or more years.
2+ Years project coordination support or client onboarding / offboarding / assessment experience.
Experience with Microsoft Office Suite, Word, Excel and Outlook.
Experience with Managed Services PSA or RMM tool (or ITSM tooling).
Experience with MSP Cloud based administration and licensing portals; Microsoft, Auvik, RMM, Webroot, Barracuda, Knowbe4, Umbrella, etc.
Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.
Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique.
Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves.
Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation.
“Team First” Initiative - Proactively helping one another, taking individual accountability for the success of the whole team.
Continuous Improvement - Daily improvement matters. Bold ideas move us forward.
Mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.

Nice To Haves

Experience working for an established IT organization, managed services, or cloud services provider (MSP/CSP) preferred.

Responsibilities

Provide STRATEGIC OVERSITE by leveraging business knowledge and expertise to drive business process improvements.
Assist with the planning, tracking, documentation, and status updates for the project.
Provide timely, accurate, professional, and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring.
Generate required reports from the system as well as read and utilize information.
Effectively work with teams to identify/mitigate delivery risks and participates in the creation of risk mitigation plans.
Recognize areas for internal improvement and work with teams to develop plans for implementation.
Collaborate across all business units to control resource requests while aligning to budgets and project plans.
Provide regular updates on the progress and status of specific projects and MSP activities.
Work closely with ISG leadership, including Practice Leads, Technical Project Managers, and Technical Account Managers to implement the best solutions for customer needs.
Partner with Technical Account Managers and Project Managers to provide an excellent technical onboarding process for new customers.
Develop partnerships and be the expert for internal resources regarding integrations, technical solutions, and security questions.
Work closely with Technical Project Manager to plan and prioritize work.
Provide feedback and suggestions to management for improved customer satisfaction, process improvements and system enhancements.
Support the company by completing other duties as assigned.
Take responsibility for onboarding activities, quality, on go-live as required for account(s).
Ensure proper change management review and approval for any client related changes across services.
Maintain a full understanding of each Managed Services solution including technical design and contractual terms and conditions for each client.
Support technical implementation tasks for new customers.
Implement software solutions and provide a world-class experience for customer onboarding and account management.
Develop scalable solutions and systems.
Work collaboratively to design, develop, test, and deliver high-quality code on a rapidly evolving product roadmap.
Solve problems in the customer environments relating to service development and integration.
Act as focal point during onboarding activities and day-to-day client interaction for client owned activities and deliverables related to any services provided.