RESPONSIBILITIES:
A Kforce client in Grand Rapids, MI is expanding their team with the addition of a Professional Service Engineer to support their growth. This key technical role will bring high-level expertise and leadership to strengthen their service offerings and ensure top-tier support and solutions for customers.Responsibilities:- Mentor Team Members: Provide guidance to Help Desk and Senior Help Desk Technicians, helping advance their technical skills and professional growth
- Manage Customer Transitions: Oversee onboarding and offboarding for new and departing customers, ensuring smooth, seamless transitions
- Technical Escalation Support: Serve as the escalation point for advanced technical issues beyond the Help Desk team's resolution capacity
- Technology Roadmap Development: Collaborate with senior management at customer organizations to create technology roadmaps that align with business objectives
- IT Infrastructure Optimization: Partner with internal teams and clients to design, implement, and optimize IT infrastructure to meet performance, security, and scalability needs
- Technology Assessments: Conduct regular assessments and audits to identify improvements and ensure compliance with best practices
- Project Leadership: Lead or participate in deploying new technologies and upgrading existing systems, ensuring projects meet scope, budget, and timelines
- Customer Relationship Building: Foster strong customer relationships, acting as the primary technical contact and a trusted advisor
- Documentation Management: Ensure all technical documentation is thorough, accurate, and accessible
- Service Review Participation: Engage in regular customer and team meetings to review performance, address concerns, and identify improvement opportunities
REQUIREMENTS:
- 6-8 years of technical experience
- Proven experience in IT support or engineering roles, with a strong track record of problem-solving and hands-on technical expertise
- Experience in an escalation role handling complex technical issues that require advanced troubleshooting skills
- Prior experience mentoring or training junior technical staff, ideally Help Desk or technical support teams
- Experience in collaborating with cross-functional teams to deliver IT solutions that align with organizational needs
- Experience working directly with senior management or decision-makers to understand and align with business goals
- Extensive knowledge in infrastructure management, including cloud platforms, networking, security, storage, and virtualization technologies
- Familiarity with managing customer onboarding and offboarding processes, including user setup, permissions, and configuration
- Ability to lead by example and provide technical guidance, fostering a learning environment for team development
- Proven ability to lead or participate in technology deployment projects, managing scope, timeline, and budget constraints
- Ability to build and maintain positive relationships with customers, acting as a trusted advisor and primary technical contact
- Technical Certifications: Certifications such as CompTIA Network+, Security+, or Microsoft Certified Solutions Expert (MCSE) are beneficial. Certifications in cloud platforms (AWS, Azure) or cybersecurity (CISSP) are a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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