ACDI

Professional Services Engineer

ACDI

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

AndroidDNSiOSJavaScriptLinuxSQLVMware

About the role

  • Provide professional post-sales technical support for end-user customers and dealer representatives
  • Provide software installation and configuration through a remote access system
  • Provide software setup and training for end-users
  • Provide pre-installation evaluation of custom technology
  • Monitor, manage, and document all actions and solutions in the issue resolution system
  • Process, resolve, and if needed, escalate support issues
  • Achieve and maintain organizational requirements for ticket quality and time utilization
  • Support a variety of application platforms and systems
  • Document and utilize solutions through the use of a knowledge base, white papers, training sessions, and other available educational tools
  • Resolve questions regarding solutions, services, and training
  • Provide creation/updating of training materials for end users and dealer technicians
  • Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
  • Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals
  • Design and execute a post-sale implementation strategy to ensure client up-time, comprehension, and overall satisfaction
  • Train key personnel and managers on software, hardware, and supporting workflow
  • Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared
  • Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
  • Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
  • Some after-hours and/or holiday work required
  • Contribute to team effort by accomplishing related results as needed
  • Utilize various ticketing, Project Management, CRM, etc., systems to document work thoroughly
  • Ability to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirements
  • Contribute to team effort by accomplishing related results as needed
  • Maintains a complete understanding of and adheres to all ACDI policies, procedures, and processes
  • Maintain a positive organizational culture while upholding ACDI's mission, vision, and core values.

Requirements

  • High School diploma, preferred Bachelor’s Degree, and a minimum of 2+ years of technical support experience, or an equivalent combination of education and experience required
  • Database administration, network architecture, and systems administration set you apart
  • A+, Network+, Security+, Linux+, DELL HW, HP HW certifications preferred
  • Microsoft/ITIL certification or equivalent preferred
  • Document management experience preferred
  • Fiery Certification preferred
  • PaperCut Certified Technician, Certified Trainer, Certified PaperCut MF Professional or any other PaperCut certifications/experience preferred
  • Must have a basic understanding of Microsoft Office Workstation Administration - Windows 10, 11, Mac, Linux Administration
  • Windows, Mac, and Linux Printing
  • Understanding of iOS, ChromeOS, and Android devices
  • Remote Desktop support
  • Online Collaboration Tools
  • Server Administration - Windows Server, including managing Group Policies, Active Directory Users, Groups, and Organizational Units, DNS, and DHCP
  • Basic Networking and Networking Topology, including Windows and BIND DNS (the more, the better)
  • Virtual environments, including VMware, Hyper-V, and Proxmox, as they relate to our products
  • Using Batch Scripting and PowerShell to automate labor-intensive processes, including updating Active Directory fields and AD management
  • SQL, XML, MS, JavaScript
  • Network troubleshooting to include the ability to determine that the required connectivity exists between two endpoint devices (i.e., PaperCut Application Server and an MFP
  • Must obtain all available product certifications within 90 days
  • Familiarity with Google and ZoHo applications sets you apart
  • Strong professional communication skills (via phone, email, and in-person), problem-solving, negotiation skills, technical capacity, project management, and collaboration
  • Be able to effectively communicate technical information with non-technical stakeholders as well as all levels of management
  • Experience exercising discretion and confidentiality with sensitive company or team information
  • Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work.
Benefits
  • Remote work may be authorized with upper management approval
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportdatabase administrationnetwork architecturesystems administrationWindows ServerActive DirectoryPowerShellSQLXMLJavaScript
Soft Skills
professional communicationproblem-solvingnegotiationproject managementcollaborationorganizational skillsproactive thinkingprioritizationdiscretionconfidentiality
Certifications
A+Network+Security+Linux+DELL HWHP HWMicrosoft certificationITIL certificationFiery CertificationPaperCut certifications