The Project Engineer 2 works as a member of the Professional Services Team in the implementation of IT infrastructure projects for clients. The role focuses primarily on Windows Server, Exchange, Office365, and Active Directory migrations, server, application and desktop virtualization, and small-to-medium business virtual IT departments. Project Team members interact with many networks and clients, requiring agility, critical thinking, and complex problem-solving. This role is a recognized subject matter expert who knows how to apply theory and put it into practice with in-depth understanding of the professional field with limited oversight from managers. Independently performs the full range of responsibilities within the function; requires deep job knowledge of area typically obtained through higher education combined with experience. Manages large projects or processes and problems faced are difficult and often complex; analyzes problems/issues of diverse scope and determines solutions. May manage programs that include formulating strategies and administering policies, processes, and resources, functions with a high degree of autonomy.

Essential Duties & Responsibilities

Client Service

• Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient manner
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• Maintain exceptional client service, understanding client satisfaction and perception

IT Service and Support Functions

• Provide advanced IT support relating to technical issues involving Microsoft as well as clients’ technologies stack and core business applications 
• Provide technical assistance to service delivery team members with system requests
• Provide remote access solution support via VPN, terminal services, and Citrix
• Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls and security
• Implement and support disaster recovery solutions
• Design and implement system solutions for clients using technologies that meet the clients’ needs

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to vCIO or Project Team Manager
• Provide system documentation and consulting services to include system reviews and recommendations
• Update documentation for client configurations or processes
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Utilize active listening and client-care skills in identifying potential concerns
• Report client concerns or complaints to Project Team Manager or CXO

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies

• Ability to communicate and work effectively with end users over the phone and on-site
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues

Technical Skills

• Windows server platform
• Active directory and group policy

• VMWare
• Veaam
• Hyper-V
• Exchange Office 365 hybrid
• Diagnose network connectivity issues 
• Office 365 and Exchange message archiving
• Azure infrastructure and networking
• Server hardware
• RDP

Education and/or Experience

• College or Technical degree with 3 years of network maintenance experience, OR 
• 5 years of experience installing, administering and maintaining network environments related to Microsoft, HP, Dell and/or Cisco

Language Skills 

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Certificates, Licenses, Registrations 

• Valid Driver’s License

• Minimum of 2 professional IT certifications (Examples: Microsoft MCTS, MCM, or MCA; Citrix CCEA or CCIA; SonicWall CSSA; Cisco CCNA; or VMWare VCP) 

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone
• Frequently is required to walk and sit
• Moderately required to stand
• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

Commitment Limitations

• May not make a non-budgeted expenditure or commitment of the Company in excess of $500.00 without approval from Project Team Manager
• May not enter into any contractual arrangements with a client