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.
