Professional Services Engineer

Are you passionate about IT projects and delivering cutting-edge solutions? Do you want to join a high performing and talented team to drive success? If so, we have the perfect opportunity for you!

At Air IT, we’re looking for a Professional Services Engineer to take charge of technical project delivery, ensuring seamless implementation and top-tier customer satisfaction. You’ll work closely with our Project Management Office to plan, execute, and complete IT projects on time and to the highest standards.

Are you a highly organised and customer centric IT Engineer who would like to be responsible for client service transition for an award winning MSP? If so, this role is for you!

At Air IT, we're looking for someone with a customer-centric mantra, who can integrate new clients seamlessly into the managed services we provide, ensuring customers and the various internal teams involved in both onboarding and ongoing support are set up for long-term success. We would like someone who has great communication and documentation skills, with a strong background in IT field engineering / project delivery to perform this role. You’ll work closely with our Project Management Office to plan and deliver onboarding's and offboarding's, playing a key role in setting up our clients, along with the wider business, for continued operational excellence.

Key Responsibilities:

• Lead the onboarding and offboarding journeys in full for clients, where you'll serve as the main point of contact during the discovery, requirements gathering and environment assessment stages, right through to the handover and transition into the ongoing support of our customers.
• Lead onboarding sessions to clients, ensuring clear understanding of requirements, the journey into support, along with our services and escalation paths.
• Document all aspects of client environments, including network diagrams, asset inventories, credentials, configurations and knowledge base articles/SoP documents.
• Coordinate internally to ensure requirements by varying departments who have a hand in the onboarding and offboarding journeys for clients are completed accurately and in a timely manner.
• Configure and deploy varying MSP tools (e.g., RMM, PSA, backup, security solutions) in alignment with internal processes, best practices and client requirements.
• Provide comprehensive technical handovers to our Service Desk prior to client commencement of the managed services we provide.
• Ensure project work plans are always up to date within our CRM.
• Regular ongoing maintenance of client documentation and SoP documents, particularly following changes, projects, or incidents.
• Identify and recommend opportunities for process improvements, automations and enhancing client experiences.

Your background and skills:

• Demonstrated, 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.
• Strong background and experience in stakeholder management.
• Comfortable working to 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 CRM's, RMM's and asset management platforms.
• A valid driving license for attending clients sites.

We believe everyone has a voice and can offer insight into making positive change. You will be part of a team where initiative and continuous improvement are at the heart of how we operate, as we move into our next phase of evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this; we recognise offering job security, career progression, along with help and support are key to this growth, for employees and the business alike. A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams put in day-in day-out.

Why Join Us?

We are a team that radiates strength, constantly evolving in our next phase of evolution. A big focus for us is growing together and we believe that fantastic opportunities for personal growth are key to this; we recognise offering job security, career progression, along with help and support are key to this growth, for employees and the business alike. A sneak peek will show you that we also put an emphasis on the fun side of our business, celebrating the commitment and hard work our teams put in day-in day-out.

Joining Air IT means unlocking a world of perks and opportunities, including:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Continuous learning and development with access to industry-recognised certifications
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

If you’re ready to take your IT career to the next level, we’d love to hear from you! Apply today and become part of our innovative and forward-thinking team.

Apply now and let’s build the future together!