Job Summary:

Professional Services Engineer - Onboarding is responsible for creating a seamless transition from Sales into our managed services teams. This individual is expected to consult with the Project Coordinator, Executech Sales team and client on the best pathway to implement agreement by following the new client onboarding project process. Must have experience with multiple hardware solutions as well as with virtualization and storage solutions. Must be able to provide exceptional customer service and be able to support clients and internal staff when assistance is requested. This position may involve client meetings, review of proposed solutions, and a variety of other support functions for the Professional Services department. This job can also flex into supporting Project Engineering and Quality Assurance practices. 

Job Duties and Responsibilities: 

The following is a list of responsibilities/tasks to be performed by the position of Professional Services Engineer - Onboarding. This is not a complete list of responsibilities/tasks; additional responsibilities may be assigned as needed. 

• Taking the hand-off from Sales when a deal closes 
• Owning the client intro process 
• Owning all internal/back-office logistics for bringing on a new client 
• Coordinating within Professional Services team members regarding any projects to be completed early on with onboarding 

• Handling the new client’s maintenance needs for its first 30 days or however long in onboarding. Example – if the client’s maintenance agreement is for 10 hours/week of network support, then ensuring we are fulfilling the hours as per the agreement 
• Further assessing the client’s network and infrastructure to determine how to set up the client and Executech for long-term success. 
• Clarifying or resetting expectations as needed 
• Working with the regional VP to determine the best tech(s) to assign to the client by adding to transition board 
• Coordinate the VP/TL/tech(s)/CSM intro 

Knowledge, Skills and Qualifications: 

• 5 years of IT Systems and Network Engineering experience combined 
• Bachelor’s degree in related area or experience equivalent is a plus 

• Strong Knowledge with Windows Server 2008/2012/2016/2019 
• Strong knowledge of VMware / Hyper-V virtualization solutions 
• Strong firewall, routing, and switching knowledge and experience 
• Experience with some or all of these hardware & products preferred: Cisco, Juniper, Dell, Palo Alto, Meraki, SonicWall, Sophos 
• Excellent organizational, written, and verbal communication skills a must 

• Excellent project management skills 
• Excellent mentorship skills, patience, and guidance to Executech Staff  
• Multiple certifications in at least two or more Executech’s software core offerings (e.g. VCP, Storage, Networking, Routing) is preferred  
• Previous Project experience preferred 

Soft Skills: 

• Professional, pleasant, and patient demeanor 
• Must have the ability to listen intently to staff and clients as needed 
• Help reinforce image and professionalism of the Executech Professional Services team and organization through polished professional communications and interactions 
• Exceptional customer service orientation, high degree of professionalism, and ability to work with minimal supervision 

• Must have demonstrated maturity in judgment and ability to provide clear and concise guidance to others 
• Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detail 
• Ability to communicate successfully with business clients, explaining technical issues in clear, understandable terms. 
• Ability to use PSA software to document work performed on tickets in an expedient manner 
• Exceptionally self-reliant and self-directed 

Product Skills: 

• Experience in multiple specialties helpful (Server, Storage, VDI, AD, DNS)  
• ConnectWise, Automate and Auvik experience a plus 
• Extremely proficient with network troubleshooting and topologies 

• Extensive experience with multiple hardware for networks (WAN Accelerators, Wi-Fi, Storage, Servers, and Networking) 

Typical Working Environment: 

Work in a temperature-controlled office environment  

Work onsite at client locations or datacenters as necessary for various projects  

Low to moderate noise levels consistent within an office environment; staff, phones, collaborative dialogue 

Equipment/Tools used: 

Computer 

Multi-function printer/scanner 

Hand tools 

Desk phone 

Interaction/Supervision: 

Interact with managers, co-workers, and clients 

No staff supervision responsibilities 

Physical Demands: 

Constantly talk, hear, sit, utilize keyboard/ten key, fine dexterity with hands and repetitive hand motion. 

Occasionally lift and carry up to 20 lbs., push/pull up to 20lbs, reach outward, walk-normal surfaces, grasp and hold. 

Occasionally reach overhead, kneel, climb and stand. 

Rarely lift and carry between to 21-50lbs., push/pull between 21-50lbs., squat, crawl, walk-slippery surfaces, walk-uneven surfaces and bend. 

Hours of Work: 

This position will work various hours to meet the needs of clients and business operations. May include days, evenings, nights, weekends, and holidays.