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 Needs Dell, VMWare, Windows Server, Remote Desktop Services Azure, Intune, Office 365, Share Point Working  with vendors for line of business application installs

Handle networking, router, firewall, and infrastructure implementations

Fortinet, Sonicwall, VPN, VLAN, Wireless access, SwitchingUPS, Racking, cable management

Implement solutions into both new and existing customer sites

Act as technical lead and/or helper on select projects

Document technology and topologies during onboarding of new customers

Run data collection tools

Perform manual data collection and network observations

Interview customers in regard to business needs and pain-points

Updates systems and report gaps to supervisors

Assist in the creation and execution of project plans

Be able to identify, understand, and communicate implementation milestones, fail points, and time traps to both the customer and Novatech staff

Assist with and/or advise technical services department with level 3 support needs

Maintain training and certification goals

Documentation and detail specialist

Engagement of tickets based on severity

Proper customer communication for work approval

Maintain security and privacy levels regarding customer data and corporate policies

Update assigned tickets daily

Enter accurate and detailed notes in tickets

Verify Correct Status and Agreement Verify correct problem type and sub type Update Internal communication fields

Communicate with customers regularly and often

Follow up/return all emails and voicemails daily

Close tickets only when customer confirms complete

Understand and follow escalation paths

Maintain reasonable time objectives in the troubleshooting

Communicate with Team Leaders prior to escalations

Communicate to the user that the ticket has been escalated

Document new findings and update existing configurations

Completing tasks against deadlines

Maintain SLA goals

Alert 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 Summary

Requisition Number: PROFE
001662

Job Category:
Information Technology

Schedule:

Full-Time