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 , supporting the greater Dallas market.
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, SharePoint
  • Working with vendors for line of business application installs
• Handle networking, router, firewall, and infrastructure implementations
  
  • Fortinet, Sonicwall, VPN, VLAN, Wireless access, Switching
  • UPS, 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 facing

CERTIFICATION GOALS

• It 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, Inc. 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.