ACDI · 13 hours ago
Professional Services Engineer I
Benton, AR
Full-time
Onsite
Entry Level
2+ years expACDI is a rapidly growing Professional Services Company that sells and supports dynamic print management and related solutions. The Professional Services Engineer I will provide industry-leading technical software support services, focusing on inbound technical problems, customer service issues, and remote support, while ensuring customer satisfaction and effective communication.
CRMInformation TechnologySoftware
Responsibilities
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
Qualification
Required
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
Must have a basic understanding of the following: 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
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
Some after-hours and/or holiday work required
Ability to understand the requirements of a project, and to efficiently, effectively, and consistently meet those requirements
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
Must be able to stand or sit for prolonged periods of time
Must be able to lift 15 pounds
Ability to travel and fly on a commercial airliner if needed
May be required to furnish a passport or other identity documents for international travel
Preferred
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
Familiarity with Google and ZoHo applications sets you apart
Company
ACDI
ACDI is a business supplies company that provides print management software.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Gregory K. O'Briant
Chief Operating Officer
Recent News
Arkansas Business
2023-07-25
Company data provided by crunchbase