Parachute Technology

Engineer

• Troubleshooting PC and Mac issues via remote login or occasional onsite visits
• Troubleshooting Microsoft Office 365 and Google Suite issues
• Updating client IT documentation and tickets
• Contacting vendors on behalf of clients
• Securely deleting data on hard drives
• Resolving malware and virus issues on Macs and PCs
• Ticket routing and escalation to Level 2 and Level 3 support

Service Desk Engineer, Level 1

Technical Account Manager

• Partner with our Senior Engineers and our Onsite Field Engineers to establish the overall IT strategy and 2-year technology plan (including budget) for our clients.
• Formally present this to C-level executives and other IT contacts at our client sites.
• Learn and understand our clients’ industry-specific IT requirements and unique technology needs.
• Communicate this information to the other members of our team.
• Develop innovative IT initiatives and projects to foster the growth goals and desired work environment of our clients.
• Build project plans, including detailed scopes of work, hardware/software options, and the budget requirements.
• Communicate project progress to the client on a regular basis and ensure the client receives project completion updates.
• Analyze and review Network Assessments and Security Audit reports to identify clients’ business risks in relation to technology.
• Develop solutions to minimize these risks.
• Present this information to clients during in-person Technical Business Review meetings.
• Illustrate the importance and benefits of IT standardization and well-established IT processes and procedures.
• Identify emerging technologies that will benefit our clients’ future business needs from an IT perspective.
• Tailor the findings and present the information at in-person Technical Business Review meetings.
• Manage 25 - 30 client accounts and foster a positive relationship with each.
• Ensure clients are very satisfied with Parachute’s services by meeting with and speaking to clients and analyzing survey results.
• Handle and resolve client issues and escalations with a great deal of patience, respect, professionalism, and written follow-up.
• Monitor and identify any delays in client projects and general tasks completion and communicate any delays to management and clients.
• Work closely with COO to manage implementation of Parachute developed processes, procedures, and operational strategies.

• Provide executive-level (CIO/CTO) leadership to clients
• Establish IT strategy and 2-year technology plans for clients
• Partner with Senior Engineers and Onsite Field Engineers
• Learn and understand clients’ industry-specific IT requirements
• Develop innovative IT initiatives and projects
• Communicate project progress and ensure client satisfaction
• Analyze Network Assessments and Security Audit reports
• Present solutions to clients during Technical Business Review meetings
• Manage 25 - 30 client accounts and foster positive relationships
• Handle client issues and escalations with professionalism

Field Engineer

• Manage performance of all IT equipment for managed service clients.
• Serve as primary technical contact for clients.
• Conduct regular onsite services and status meetings with clients.
• Verify backups and review monitoring tools and applications.
• Provide proactive services to reduce tickets and ticket time.
• Develop client relationships and perform project work as directed.
• Implement Parachute Standard Practices and verify installations of tools.
• Meet regularly with account managers and senior engineers.

Service Desk Engineer, Level 1

Technical Account Manager

Technical Account Manager

IT Field Engineer