Technology Alignment Engineer​/Field Technician

Position:
Field Technician, Technical Alignment Engineer

Position Type:
Regular Full-Time Salaried Employee

Location:

Must be located in Orlando

The Technology Alignment Engineer (TAE) is pivotal in reducing reactive service demands, such as ticket volume and resolution times, creating a more efficient environment for both clients and our MSP. Through meticulous technology benchmarking, the TAE ensures client technologies adhere to industry and MSP standards, thereby minimizing downtime and preventing outages. This role is also critical in identifying professional service revenue opportunities through their findings, driving enhancements in system performance and security.

Furthermore, the TAE manages all client technology documentation and SOPs, providing essential knowledge support to the team and reinforcing our commitment to service excellence.

• Perform scheduled proactive reviews of assigned client environments.
• Identify risks linked to outdated or misconfigured systems.
• Drive down Tickets per Endpoint per Month (TPE/M) and avg resolution time.
• Develop and manage the technical documentation and SOP library.
• Build and maintain knowledge of client technologies.
• Provide minimal reactive work during onsite proactive visits.
• Participate in the Noise Abatement Process (NAP) weekly meeting.
• Exhibits company core values and enhances company culture.
• Collaborate with the operations and technical experts in the company to identify requirements for current and future technologies.
• Deploy and support technology solutions based on industry best practices.
• Conduct systems analysis and recommend improvements for managed services clients via client facing assessment as needed.
• Perform quality assurance and peer reviews for managed services clients.
• Foster and maintain strong relationships with clients, prospective clients, and other staff members.
• Identify opportunities for new additional services and new customer sales.
• Adhere to department-approved training, mentoring, and certification standards.
• Perform additional tasks and duties as assigned by the supervisor.

• Follow established TAE team documented processes and workflows.
• Ensure documentation and processes are up to date.
• Maintain a thorough understanding of Technology Alignment Team KPIs.
• Complete technology benchmarking reviews and scorecards based on the set schedule.
• Achieve a 90% proactive / 10% reactive service ratio on schedule client service days.
• Management of ticket assignments according to ticket priority and age.
• Maintain a 100% Effective Utilization by accurately logging all time worked.
• Agreement Utilization > 95% demonstrating productivity.

• Technical proficiency in relevant technologies with ongoing learning.
• Strong organizational and coordination skills.
• Effective multitasking and task prioritization.
• Client-focused mindset for business needs alignment.
• Collaborative team approach for solution development.
• Ability to communicate professionally with clients, team, and management both verbally and in writing.
• Willingness to work in a strong team environment.
• Capability to work independently and meet specific deadlines.
• Excellent problem-solving, debugging, and troubleshooting skills.
• Strong analytical and organizational skills, with a demonstrated ability for problem determination and resolution.
• Ability to effectively manage multiple tickets simultaneously and prioritize client issues and needs.
• Professionalism, attention to detail, and a positive customer-facing attitude.

• Data Center:
  Experience in configuration and administration of hypervisor-based virtualization technology (e.g., Hyper‑V, VMware, VDI).
• Cloud Computing:
  Proficient in systems engineering and administration within a Microsoft environment, including Microsoft Intune, Entra and Endpoint Manager, as well as AWS, and Google Cloud.
• Systems Integration:
  Experience in integrating various subsystems into a cohesive whole.
• Network Configuration:
  Understanding of network protocols, configurations, and security.
• Operating Systems:
  Familiarity with multiple operating systems, such as Windows, Linux, and MacOS.
• Certifications such as MCA or…