Bachelor's Degree in Computer Science, IT, Engineering, or related field preferred.
Hands-on experience with Windows Server, Active Directory, Microsoft Exchange, Office 365, Citrix, Azure VDI, VMware, Hyper-V, and SAN Technologies preferred.
Extensive experience in server, cloud, and network architecture and deployment.
10+ years of IT administration or technical support experience, or equivalent.
Strong business acumen with the ability to translate business needs into solutions.
Responsibilities
Serve as an escalation point for Professional and Service Delivery Teams.
Provide best-in-class customer service to Logically's customer base.
Manage the status of open tickets/projects and complete related tasks efficiently.
Lead technical conversations with customers and partners to clarify project aspects.
Develop statements of work based on accurate analysis of customer requirements.
Benefits
Opportunity to influence internal engineering teams based on field experiences.
Engagement in pre-sales product demonstrations and proposal development.
Access to assist in scoping and quoting projects with internal departments.
Ongoing training and technical support to enhance professional skills.
Full Job Description
Job Summary:
The Professional Services Engineer III will proactively plan, scope, oversee, coordinate, track, and execute assigned project tasks. Acting as a liaison between sales, project management, and service delivery, this role involves working directly with customers to understand their needs, devise solutions, and help them achieve their goals using Logically' s product portfolio. Additionally, this role will provide valuable feedback to internal engineering teams based on field experience gathered through customer engagements and implementations. The Professional Services Engineer III will participate in pre-sales product demonstrations, assist in project scoping, and contribute to proposal development. This position will also serve as an escalation point within the Professional Services team and will play a critical role in estimating and gathering requirements for, and completing of, ongoing projects.
Job Duties & Responsibilities:
Serve as an escalation point for the Professional and Service Delivery Teams
Provide best in class customer service to Logically's customer base
Adhere to Logically Core values while following best practices and operational procedures
Manage the status of open tickets/projects and complete technical and operational tasks to address project deliverables efficiently and accurately
Support internal departments on quoting and scoping of SoWs
Lead technical conversations with customers, partners, and internal teams to clarify and assess all aspects of an engagement
Play a lead role in scoping customer meetings and developing statements of work with the relevant work breakdown structures based on accurate analysis of customers' requirements
Perform project risk analysis based on technical elements and implement mitigations plans
Develop and improve project related documents with any required technical architecture diagrams
Perform deployment, configuration, testing and troubleshooting of Logically solutions in the customer environment
Complete installation and configuration of Logically solutions in the customer environment
Provide technical training sessions and demos remotely and/or on-site depending on customer engagement
Deliver documentation for implementation, guides, maintenance, etc relevant to the customer requirements
Work closely with Sales, Project, and Service Delivery teams to ensure successful completion of projects
Communicate opportunities to the customer project and account team
Document and implement improvements for Professional Services engagement processes
Support and assist other departments with technical escalations and service tickets as directed by PS Leadership
Qualifications:
Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field preferred.
Hands-on experience with Windows Server Operating Systems, Active Directory, Microsoft Exchange, Office 365, Citrix Technologies (NetScaler, MCS, CVAD), Citrix Cloud, Azure VDI, VMware, Hyper-V, SAN Technologies (HPE, Dell, NetApp), Fortinet, Extreme, SonicWall, ConnectWise, and Remote Access Services preferred.
Extensive experience with server, cloud, and network architecture and deployment.
10+ years of IT administration and/or technical support experience, or equivalent.
Effective communication skills, with the ability to interact with customers and various levels of management both verbally and in writing.
Strong business acumen, with the capability to translate business requirements into appropriate solutions.
Excellent listening skills, with the ability to handle difficult conversations and communicate complex technical concepts clearly.
Ability to build and maintain relationships based on trust, facilitating collaboration and cooperation among team members and stakeholders.
Proven ability to manage multiple projects in a fast-paced environment, demonstrating a team player mentality and a willingness to share knowledge.
Demonstrated capacity to communicate clearly about complex technical, architectural, and organizational problems and propose iterative solutions.
Strong problem-solving skills with a persistent approach to generating and selecting optimal solutions.
Ability to remain flexible and calm under pressure while managing multiple priorities.
Proven experience in a team environment, showcasing leadership, presentation, planning, and communication skills.
About Logically
Logically is an IT outsourcing and consulting firm that provides a range of services to small and medium-sized businesses. The company was founded in 2010 and has since grown to become one of the leading IT service providers in the Pacific Northwest. Logically's services include managed IT services, cloud computing, cybersecurity, and data backup and recovery. The company is committed to providing high-quality services to its clients while also fostering a positive work environment for its employees.
