Secur-Serv

Field Engineer

• Install, maintain, and troubleshoot computers
• Create customer documentation for customer projects
• Install and configure systems
• Server and Network Maintenance
• Client end user support
• Participate in hardware and software rollouts, end of lease upgrades, and critical projects to maintain technology readiness
• Manage and monitor status of Server backups
• Respond to user’s needs and questions
• Participate on initiatives, with deliverables and meets quality standards, on time
• Lead cross-functional initiatives, with deliverables and meets quality standards, on time
• Create System Design Documents
• Estimate system level and enterprise solution work efforts
• Deliver personal tasks on time and lead the delivery of tasks for natural or cross-functional workgroup
• Design, develop and implement complex business rules
• Responsible for fulfilling end-user requests
• Provide off-hour coverage and emergency support as needed
• Keep an inventory of all electronic components
• Routinely operate under deadlines and may be subject to extreme workloads
• Periodically provide guidance to and assist in training less experienced individuals
• Work independently

Field Service Engineer II

Call Center Representative

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

Contact Center Manager

Project Manager

• Manage the coordination and execution of small to mid-sized projects from initiation through completion
• Maintain project plans, schedules, task lists, and project documentation
• Oversee coordination of project schedule and activities involving cross-functional teams
• Develop, maintain, and manage team to performance and quality standards, key performance indicators, and other metrics
• Engage team in continuous process improvement for implementation projects delivering gains in performance and quality
• Manage and track project progress and follow up with internal resources and vendors on assigned tasks
• Collect and compile project status updates for review by the Director of Implementation
• Schedule meetings, prepare agendas, and document meeting notes
• Maintain project artifacts, documentation, and communication records
• Identify and track project risks, issues, and dependencies and escalate as necessary
• Manage budget, scope, and change tracking for assigned projects
• Manage project closeout activities, including documentation and post-implementation reviews
• Maintain regular and consistent attendance to work duties

Project Coordinator

Technical Account Manager

• Serve as a strategic and technical advisor to our customers, ensuring they receive maximum value from our solutions while aligning their technology needs with their business goals
• Collaborate with solution architects and onboarding teams to assess customer environments and create a Strategic Technology Roadmap
• Participate in technical kickoff meetings for new client onboardings, ensuring clear alignment on scope, expectations, and service plans
• Continuously monitor customer IT environments to identify and communicate security vulnerabilities and operational risks
• Act as a primary escalation point for service-related issues, advocating for customer needs internally while maintaining trusted advisor status
• Coordinate closely with Support and Professional Services to oversee implementations, resolve technical challenges, and deliver exceptional post-sales support
• Manage and execute the service plan implementation schedule, ensuring all deliverables are met on time and to the customer’s expectations
• Build and maintain executive-level relationships, articulating technical concepts and strategic initiatives to C-level stakeholders
• Generate and analyze service performance reports to drive business reviews and proactive account planning
• Champion customer satisfaction through responsive communication, issue resolution, and continuous engagement strategies
• Maintain detailed and accurate records of customer interactions, technical discussions, and action plans in the CRM system
• Ability to travel up to 50% as business needs require

IT Support

• Troubleshoot and maintain servers, workstations, networking equipment and software applications maintaining a customer first focus
• Provide technical support services to customers using over the phone software
• Provide first in class customer service experiences
• Monitoring of customer system environments and functions
• Escalate appropriate technical issues in a timely manner
• Participate in the on-call rotation
• Meet all attendance requirements
• Other duties as assigned

Helpdesk Technician

Account Executive

• Identify, target, and close new business opportunities across Managed Edge Services, including equipment support, device lifecycle management, and managed print solutions
• Build a strong pipeline through outbound prospecting, industry networking, and engagement with multi‑location organizations
• Deliver compelling presentations and proposals that communicate business value, service capabilities, and cost‑reduction opportunities
• Lead contract negotiations and collaborate with internal teams to ensure smooth onboarding of new clients
• Maintain strong relationships with assigned customers to ensure service satisfaction and long‑term retention
• Develop tailored upsell and cross‑sell strategies based on account needs, fleet performance, device utilization data, and growth plans
• Identify expansion opportunities in distributed environments—additional sites, increased device counts, managed print expansions, or enhanced support tiers
• Support renewal processes through insight‑driven conversations that highlight operational impact, ROI, and service value
• Maintain an accurate pipeline, account records, and forecasting within HubSpot CRM
• Collaborate with internal operations, service delivery, and technical teams to ensure consistent customer experience and support performance
• Analyze market trends, customer environments, and industry shifts to tailor sales strategies for edge‑device and print‑fleet solutions
• Represent the company at industry events, conferences, and customer meetings to drive brand awareness and new business creation