Overview
Air IT is looking for a Professional Services Engineer to take charge of technical project delivery, ensuring seamless implementation and top-tier customer satisfaction. You’ll work with the Project Management Office to plan, execute, and complete IT projects on time and to high standards. The role involves client service transition for an award-winning MSP, integrating new clients into managed services and ensuring onboarding and ongoing support set the client and internal teams up for long-term success.
Key Responsibilities
* Lead the onboarding and offboarding journeys for clients, serving as the main contact during discovery, requirements gathering, environment assessment, handover and transition into ongoing support.
* Lead onboarding sessions to clients, ensuring understanding of requirements, the journey into support, services and escalation path.
* Document client environments, including network diagrams, asset inventories, credentials, configurations and knowledge base/SoP documents.
* Coordinate internally to ensure onboarding and offboarding requirements across departments are completed accurately and timely.
* Configure and deploy MSP tools (e.g., RMM, PSA, backup, security solutions) in line with internal processes and client requirements.
* Provide comprehensive technical handovers to the Service Desk prior to client commencement of managed services.
* Ensure project work plans are up to date within change requests (CR).
* Maintain client documentation and SoP documents after changes, projects, or incidents.
* Identify opportunities for process improvements, automations, and enhancing client experience.
Your background and skills (Qualifications)
* Strong understanding of IT infrastructure, including networks, servers, cloud services, security, and endpoints.
* Ability to manage multiple projects and priorities in a fast-paced environment.
* High attention to detail and a passion for process and documentation.
* Detailed and accurate technical documentation and records management.
* Experience in stakeholder management and meeting key timelines and milestones.
* Proven experience in a technical support, field engineering, or professional services role within an MSP or IT services environment.
* Proficiency with MSP tools such as CRMs, RMMs and asset management platforms.
* A valid driving licence for attending clients’ sites.
Why Join Air IT
Joining Air IT means joining a team that values initiative and continuous improvement, with a focus on personal growth, job security, and career progression. Perks include hybrid working, generous annual leave, continuous learning and development, cycle-to-work, enhanced family leave, celebration day, salary sacrifice pensions, paid volunteer days, company events and discounts, Life Insurance, and Employee Assistance Program (EAP) and Virtual GP services.
Employment details
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Information Technology
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