Professional Services Engineer

At Novatech, we are on a mission to provide exceptional customer service in the business solutions industry. From managed print and managed IT to cybersecurity and cloud solutions, Novatech helps increase profits by empowering businesses to increase productivity, lower costs and drive growth through expert guidance and support of cutting-edge technology.Imagine working for a company that awards innovation, teamwork, and growth. Bring your talents to Novatech and immerse yourself in a company that provides great benefits, professional development, and a passionate team of co-workers!Novatech has an exciting opportunity for you as a Professional Services Engineer. The ideal candidate will be located in one of our markets in Atlanta, GA, Columbia, SC, or Nashville, TN.Responsibilities include but are not limited to:Handle high level server implementations through lower-level PC NeedsDell, VMWare, Windows Server, Remote Desktop ServicesAzure, Intune, Office 365, SharePointWorking with vendors for line of business application installsHandle networking, router, firewall, and infrastructure implementationsFortinet, Sonicwall, VPN, VLAN, Wireless access, SwitchingUPS, Racking, cable managementImplement solutions into both new and existing customer sitesAct as technical lead and/or helper on select projectsDocument technology and topologies during onboarding of new customersRun data collection toolsPerform manual data collection and network observationsInterview customers in regard to business needs and pain-pointsUpdates systems and report gaps to supervisorsAssist in the creation and execution of project plansBe able to identify, understand, and communicate implementation milestones, fail points, and time traps to both the customer and Novatech staffAssist with and/or advise technical services department with level 3 support needsMaintain training and certification goalsDocumentation and detail specialistEngagement of tickets based on severityProper customer communication for work approvalMaintain security and privacy levels regarding customer data and corporate policiesUpdate assigned tickets dailyEnter accurate and detailed notes in ticketsVerify Correct Status and AgreementVerify correct problem type and sub typeUpdate Internal communication fieldsCommunicate with customers regularly and oftenFollow up/return all emails and voicemails dailyClose tickets only when customer confirms completeUnderstand and follow escalation pathsMaintain reasonable time objectives in the troubleshootingCommunicate with Team Leaders prior to escalationsCommunicate to the user that the ticket has been escalatedDocument new findings and update existing configurationsCompleting tasks against deadlinesMaintain SLA goalsAlert Management to any issues both internal and client facingCERTIFICATION GOALSIt is required for all full-time technical staff positions to take two Microsoft or other approved certification exams per year. Passing the exam is not a condition of employment; however, a genuine effort to do so is required. Exams must be pre-approved, however Novatech will pay for two (2) exam attempts and all study materials necessary.As a Vendor Certified Employee, you will be required to associate your certifications with Novatech to assist with partner level certification needs as well as have access to various training materials. Your association is controlled by you and moves with you should employment with us terminate.Novatech, Inc. Offers:Comprehensive benefit package including medical, prescription, dental, vision, life insurance and other supplemental coverage.401(k) plan with matching company contribution.Generous Paid Time Off, Volunteer Time Off, Floating Holiday, Company Holidays and Parental Leave.$300 per year to contribute to achieving your personal wellness and fitness goals.Employee Recognition Programs.Novatech provides equal employment opportunities (EEO) to all employees and applicants. We consider qualified applicants for employment regardless of race, color, religion, creed, national origin, sex, pregnancy, sexual orientation, gender identification, disability, alienage or citizenship status, marital status, genetic information, veteran status, or any other characteristic protected under applicable law.Job SummaryRequisition Number: PROFE001662Job Category: Information TechnologySchedule: Full-Time