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.