Professional Services Engineer

ACDI – Access Control Devices, Inc. | Full time

Benton, United States | Posted on 05/04/2026

ACDI is a rapidly growing Professional Services Company that sells and supports dynamic print management, capture, electric vehicle charging, and cost‑recovery solutions to streamline office technology and the document lifecycle in a distributor‑reseller environment. ACDI partners with leading copier and printer manufacturers worldwide and offers solutions such as hardware payment solutions, proximity card readers, EV charging stations, and workflow automation.

Provide industry‑leading technical software support services focusing on inbound technical problems, customer service issues, remote web‑based support, chat support, installation, configuration, coding/scripting, and third‑party application integration. The role is the backbone of our professional services team.

• Provide professional post‑sales technical support for end‑user customers and dealer representatives
• Provide software installation and configuration through a remote access system
• Provide software setup and training for end‑users
• Provide pre‑installation evaluation of custom technology
• Monitor, manage, and document all actions and solutions in the issue resolution system
• Process, resolve, and if needed, Escalate support issues
• Achieve and maintain organizational requirements for ticket quality and time utilization
• Support a variety of application platforms and systems
• Document and utilize solutions through the use of a knowledge base, white papers, training sessions, and other educational tools
• Resolve questions regarding solutions, services, and training
• Provide creation/updating of training materials for end users and dealer technicians
• Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
• Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals
• Design and execute a post‑sale implementation strategy to ensure client up‑time, comprehension, and overall satisfaction
• Train key personnel and managers on software, hardware, and supporting workflow
• Work across multiple departments to ensure collaborative efforts and improvements are implemented, documented, and shared
• Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
• Some after‑hours and/or holiday work required
• Contribute to team effort by accomplishing related results as needed
• Utilize various ticketing, Project Management, CRM, etc., systems to document work thoroughly
• Understand and efficiently meet project requirements consistently
• Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values

• High School diploma (preferred Bachelor’s Degree), minimum of 2+ years of technical support experience or equivalent education and experience
• Database administration, network architecture, and systems administration expertise
• Certifications:
  
  A+, Network+, Security+, Linux+, DELL HW, HP HW, Microsoft/ITIL (preferred), Fiery (preferred)
• Paper Cut certifications (Certified Technician, Certified Trainer, Certified Paper Cut MF Professional, etc.) preferred
• Basic understanding of:
  Microsoft Office;
  Windows, Mac, and Linux printing; iOS, Chrome
  
  OS, Android devices;
  Remote Desktop support;
  Windows Server (AD, GP, DNS, DHCP);
  Networking and topologies;
  Virtual environments (VMware, Hyper‑V, Proxmox);
  Batch scripting and Power Shell;
  Network troubleshooting
• Must obtain all available product certifications within 90 days
• Familiarity with Google and ZoHo applications preferred
• Strong communication, problem‑solving, negotiation, technical capacity, project management, collaboration skills
• Discretion and confidentiality with sensitive company information
• Excellent organizational…