Engineer, Onboarding Services

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender 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 Onboarding Services Engineer is responsible for integrating applications with infrastructure and ensuring that components are designed, built, and configured to meet the client’s specifications. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.  

Responsibilities:

• Travel onsite to client offices throughout the United States to provide services as requested, including but not limited to infrastructure, network, server, workstation, storage, security, and line of business applications.
• Use diagnostic tools and discovery applications to discover all aspects of a client environment, thoroughly document findings, and evaluate the health, security, and effectiveness of the client’s technology footprint and make recommendations for improvement.
• Communicate and interact regularly with client contact(s), onboarding manager, internal team members, and the internal client strategy team to ensure all updates and recommendations are clearly communicated.
• Partner with outgoing client’s IT providers to transition IT support services over to IT Solutions control without interruption to the client’s business needs, workflows, and productivity schedules.
• Install technology offerings to client servers, including backup devices, backup software, monitoring software, diagnostic software, SIEM devices, Office 365, ATP, Mimecast, AAD, AWS, Kaseya, ConnectWise, and other helpdesk software solutions.
• Automate the management of the client environment where possible and keep the process documentation up to date and accurate to ensure the internal service desk can fully support the client.
• Interface with the client’s vendors to guarantee our ability to fully support all vendor supplied software, equipment, and technology portals.
• Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
• Manage service tickets that are assigned to your personal and team queue and respond in agreed upon timeframe.
• Provide superior service to customers and clients with limited supervision consistently.

Knowledge, Skills, and Abilities: 

• Strong oral and written communication skills 
• Effective time management and multi-tasking skills 
• Maintains the ability to stay organized and be detail-oriented 
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
• Understanding of all Microsoft 365 offerings, as well as a basic understanding of Active Directory, Croup Policy, DNS, and print management.
• Basic understanding of computer networking, server technologies, and wireless and firewall technologies for configuring, documenting, securing, and monitoring. Preferred LAN Switching and Routing, SAN and NAS Technologies experience.
• Hardware familiarity with server equipment including but not limited to Cisco, Dell, HP, and Fortinet platforms. Preferred experience with Cisco ASA, Cisco SG switches, Cisco Meraki, Dell SonicWALL, Dell PowerEdge, HP Aruba, HP Procurve, and Ubiquiti.
• Ability to lift at least 50 pounds and be comfortable with climbing up step ladders.

Experience: 

• A minimum of 2 years’ working experience in an MSP environment.
• A minimum of 4 years' work experience in an internal IT environment.
• Bachelor’s degree in a related discipline or equivalence of professional work experience.
• Experience with security solutions for installation including Microsoft Defender ATP, Mimecast, DUO, MassS360, SEIM sensors, EDR, Antivirus and access control solutions.
• Experience with virtualization and virtualization hosting, including experience with VMware, Microsoft Hyper-V, AWS, Microsoft Azure.

ITS offers a full benefits package, including:  

• Rich Medical and prescription plans  
• Dental & Vision 
• Paid Holidays and Flexible Paid Time Off 
• 401K/401K Roth with Safe Harbor matching  
• Stock Appreciation Rights  
• Company-paid life insurance, long-term and short-term disability insurance 
• Company-paid mental health support & financial wellness services 
• FSA for medical and dependent care  
• HSA option with compatible medical plan  
• Company-paid training, materials, and exams  
• Performance-based bonuses  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.