Professional Services Engineer I

ACDI - Access Control Devices, Inc.•Benton, AR

About The Position

ACDI is a rapidly growing Professional Services Company that sells and supports dynamic print management, capture, electric vehicle charging, and cost-recovery solutions to streamline office technology and the document lifecycle in a distributor-reseller environment. We have channel distribution and development partnerships with many of the largest copier and printer manufacturers worldwide, including Samsung, Xerox, Sharp, Canon, Ricoh, Konica-Minolta, Toshiba, Lexmark, and others. From hardware payment solutions, proximity card readers, and EV charging stations to digital workflow automation, fleet management, and analytics software, ACDI’s extensive portfolio pairs seamlessly with its industry-leading project coordination, installation, marketing, and sales expertise. As we continually seek to develop progressive new solutions for our partners, we look to hire only the best and brightest. Hard work, commitment, and relationships have propelled ACDI to the status of the most respected partner in the dealer channel. If you covet an opportunity to be a part of a company with no limits, then we may be looking for someone like you! ACDI’s Professional Services Engineers provide industry-leading technical software support services that are focused on inbound technical problems, customer service issues, remote web-based support and internet chat support sessions, installation, configuration, coding/scripting, and third-party application integration. This is where the rubber meets the road. You are the backbone of our professional services team, and our partners depend upon your expertise. You will not only represent ACDI, but your knowledge and understanding of our products and the end-user’s needs play an invaluable role in the satisfaction of all parties involved. Simply put, this is one of the most important roles in the ACDI process. Your vision, skills, and ambition will define your place in our professional services department. Lead by example and mentor other staff looking to advance. Your ability to think beyond your limits and prove yourself will be your ticket to advancement.

Requirements

High School diploma, preferred Bachelor’s Degree, and a minimum of 2+ years of technical support experience, or an equivalent combination of education and experience required
Must have a basic understanding of the following:
Microsoft Office
Workstation Administration - Windows 10, 11, Mac, Linux Administration
Windows, Mac, and Linux Printing
Understanding of iOS, ChromeOS, and Android devices
Remote Desktop support
Online Collaboration Tools
Server Administration - Windows Server, including managing Group Policies, Active Directory Users, Groups, and Organizational Units, DNS, and DHCP
Basic Networking and Networking Topology, including Windows and BIND DNS (the more, the better)
Virtual environments, including VMware, Hyper-V, and Proxmox, as they relate to our products
Using Batch Scripting and PowerShell to automate labor-intensive processes, including updating Active Directory fields and AD management
SQL, XML, MS, JavaScript
Network troubleshooting to include the ability to determine that the required connectivity exists between two endpoint devices (i.e., PaperCut Application Server and an MFP
Must obtain all available product certifications within 90 days
Strong professional communication skills (via phone, email,l and in-person), problem-solving, negotiation skills, technical capacity, project management, and collaboration
Be able to effectively communicate technical information with non-technical stakeholders as well as all levels of management
Experience exercising discretion and confidentiality with sensitive company or team information
Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work
Must be able to stand or sit for prolonged periods of time
Must be able to lift 15 pounds
Ability to travel and fly on a commercial airliner if needed
May be required to furnish a passport or other identity documents for international travel

Nice To Haves

Database administration, network architecture, and systems administration set you apart
A+, Network+, Security+, Linux+, DELL HW, HP HW certifications preferred
Microsoft/ITIL certification or equivalent preferred
Document management experience preferred
Fiery Certification preferred
PaperCut Certified Technician, Certified Trainer, Certified PaperCut MF Professional or any other PaperCut certifications/experience preferred
Familiarity with Google and ZoHo applications sets you apart

Responsibilities

Provide professional post-sales technical support for end-user customers and dealer representatives
Provide software installation and configuration through a remote access system
Provide software setup and training for end-users
Provide pre-installation evaluation of custom technology
Monitor, manage, and document all actions and solutions in the issue resolution system
Process, resolve, and if needed, escalate support issues
Achieve and maintain organizational requirements for ticket quality and time utilization
Support a variety of application platforms and systems
Document and utilize solutions through the use of a knowledge base, white papers, training sessions, and other available educational tools
Resolve questions regarding solutions, services, and training
Provide creation/updating of training materials for end users and dealer technicians
Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals
Design and execute a post-sale implementation strategy to ensure client up-time, comprehension, and overall satisfaction
Train key personnel and managers on software, hardware, and supporting workflow
Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared
Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
Some after-hours and/or holiday work required
Contribute to team effort by accomplishing related results as needed
Utilize various ticketing, Project Management, CRM, etc., systems to document work thoroughly
Ability to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirements
Contribute to team effort by accomplishing related results as needed
Maintains a complete understanding of and adheres to all ACDI policies, procedures, and processes
Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values