Abacus Group

Engineer

• Act as a senior technical lead on Professional Services projects, handling the most complex tasks, phases, and issues.
• Serve as an escalation point for technical challenges across projects and teams.
• Actively participate in planning, scoping, and status meetings with clients; clearly communicate technical details to both technical and non-technical stakeholders.
• Delegate and coordinate project work to junior team members; ensure quality and timely execution.
• Mentor and coach Professional Services Engineers and assist with onboarding new team members.
• Provide architectural input and guidance on infrastructure design and deployments.
• Lead the configuration and troubleshooting of Windows 11, Windows Servers, VMware, Hyper-V, Azure, AWS, Storage, VDI, MAM/MDM, Microsoft 365 (Entra, Exchange, Purview, Intune, etc.), VoIP, SSO, BCDR, and more.
• Perform advanced cloud migrations and configuration
• Maintain and improve internal documentation, including process guides and implementation playbooks.
• Monitor and contribute toward departmental KPIs, consistently meeting or exceeding personal performance targets.
• Available for on-call escalations and high-priority support incidents when necessary.
• Some domestic travel and occasional client site visits may be required.
• Maintain billable utilization

Senior Professional Services Engineer

Project Manager

• Coordinates multiple, external technical projects from inception to completion:
• Follows established core processes, project templates, and methodologies
• Takes a lead in Professional Services stand-ups & meetings
• Collaborates on project planning, project design, preparation of deliverables, timelining, and contingency planning
• Understands SOW requirements and converts them into realistic, executable project plans
• Manages the project resources to effectively execute on-time deliverables
• Tracks and manages the project budget from the outset through successful completion
• Tracks and oversees T&M project scope and related time entries, confirming their validity
• Employs creative measures to keep project scope contained
• Ensures QA standards are being met before project delivery
• Outlines goals, strategy, and execution with Entara’s engineers:
• Assists in the initial triage and establishment of access for project kick-off
• Drives team’s development of project proposals and scope documentation
• Leverages conflict management techniques to address disagreements
• Assigns and aligns necessary resources, understanding resource requirements and capacity (perm or contracted) on projects, maximizing available resources and leveraging each engineer’s skill set effectively
• Follows up with engineers on a weekly, daily, or (when necessary) hourly basis to understand the progress of their assigned work and to identify potential roadblocks
• Monitors and summarizes progress of project(s) to stakeholders:
• Entara Leadership
• Finance
• Client Contacts and IR Partners
• Sets and conducts status meetings with client contacts, keeping them informed of progress and setting proper expectations
• Leads the creation of PowerPoint presentations and project reports as required for large projects
• Participates in incident response on-call rotation for incoming IR projects
• Identifies and understands when it is necessary to escalate issues to higher-level resources
• Addresses billing disputes, overruns, and customer service issues with meaningful resolutions, looping in additional Entara resources as necessary
• Conducts post-mortems to outline lessons learned and improve internal processes
• Becomes an active part of project teams solving technical or business roadblocks until a resolution is reached and the outcome is personally verified
• Perseveres in making sound judgment calls when lacking one or more desired resources or data points
• Challenges technical or business requirements ensuring that we deliver the right solution, at the right price, at the right time
• Leverages and employs an understanding of intermediate to advanced systems configuration, management, and maintenance in areas including the following (this is a sample but not exhaustive listing of work areas and project tasks assigned to our IR-focused engineers):

Incident Response Project Manager

Support Engineer

• Be able to troubleshoot End user connectivity from/to office and Data Centers, remote connections (Meraki, VPN, Citrix)
• Support Network core infrastructure between multiple data centers and geographical regions based on routing protocols (OSPF, BGP) and various connectivity methods such as, Shared Point to Points, Direct x-connects, GRE VPNs.
• Support and troubleshoot Internet connectivity for variety of clients with own DIAs and Data Center Internet connections
• Create Layer 1, 2, and 3 network diagrams as necessary for all client environments.
• Perform Root Cause Analysis on repetitive or major network-related issues to implement permanent resolutions
• Understand Palo Alto NG firewall rules and policy and be able to create and troubleshoot unique clients firewall requirements
• Be able to work independently to configure, setup and lead installation projects for existing clients
• Be able to support any specific client requirements for Voice/Video/Security from 3rd party Vendors
• Possess understanding knowledge to support IPSec VPNs with variety of hardware, Policy based routing and variety of Cloud based computing and multi-site multi-platform connectivity
• Work through a daily queue in ticketing system maintaining proactive communication with clients and adhering to ticket SLA’s.
• Update ticketing system time entries and work notes in real-time
• Be able to work directly with high profile clients to understand the needs and potential issues they are experiencing with infrastructure.
• Respond to escalation requests from lower-tier teams, taking ownership of assigned issues

Network Support Engineer

Human Resources

• Provide human resources consultation and support to designated business units as an embedded HR Business Partner
• Collaborate with operational leadership, attend departmental and operational meetings, and hold regular one-to-ones with leaders to assess HR needs
• Partner in developing and executing human capital strategy aligned with organizational objectives
• Provide HR expertise in organizational design, workforce planning, talent management, and compensation support
• Analyze business unit trends and metrics to develop solutions, programs, and processes
• Lead or support post-merger integration, cultural alignment, and organizational change management initiatives
• Guide people leaders through performance management, goal setting, performance improvement plans, and succession planning
• Act as primary point of contact for employee relations, triage concerns, mediate disputes, and conduct investigations per best practices
• Assist with compliance, risk management, talent management, and compensation and benefits tasks for assigned business unit
• Support implementation and roll-out of corporate HR initiatives and ensure consistent application of policies

Senior Professional Services Engineer

Incident Response Project Manager

Network Support Engineer

Human Resources Business Partner