Professional Services Engineer I

This is a remote position.

ACDI’s Professional Services Engineers provide industry-leading technical software support services that are focused on inbound technical problems, customer service issues, remote web-based support and internet chat support sessions, installation, configuration, coding/scripting, and third-party application integration. This is where the rubber meets the road. You are the backbone of our professional services team, and our partners depend upon your expertise. You will not only represent ACDI, but your knowledge and understanding of our products and the end-user’s needs play an invaluable role in the satisfaction of all parties involved. Simply put, this is one of the most important roles in the ACDI process.

Your vision, skills, and ambition will define your place in our professional services department. Lead by example and mentor other staff looking to advance. Your ability to think beyond your limits and prove yourself will be your ticket to advancement.

Professional Services Engineer I daily rundown

• 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
  

Experience & Education Requirements

• 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
  

• 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
  

• 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
  

• Familiarity with Google and ZoHo applications sets you apart
  

• Strong professional communication skills (via phone, email,l 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
  

Our Business Solutions Focus:

• Print Management (PaperCut MF, PaperCut Hive)
  

• Workflow Automation (Scanshare)
  

• Business Analytics (Intuitive BI)
  

• EV Charging Solutions (ACDI Energy Services)
  

• Secure Access (Elatec Card Readers, RF Ideas Card Readers)
  

• Fleet Management (KPAXEZ Meter)
  

Physical Requirements

• 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
  

Supervisory Responsibility

• This position has no supervisory responsibilities.
  

Work Environment

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.