About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 76, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!

Job Summary: Managed Services Provider (MSP) Implementation Engineer II will be responsible for supporting MSP clients and ISG leadership, as well as professional services engineers with technology and managed services implementation. The Engineer will participate with the onboarding/transitioning of new and existing clients and any future changes for ISG Managed Service products and services. Responsible for assisting external clients in the implementation of technical systems, software, hardware, or solutions. Evaluates client needs, develops configurations that support business processes. Defines and executes on delivery and implementation plans. Tests, audits, and troubleshoots final system setups. Provides internal training and end-user support as required during and after the implementation process.

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”

You successfully fulfill the following essential duties and responsibilities:

You will provide STRATEGIC OVERSITE to the position by:

• Leveraging your business knowledge and expertise to drive business process improvements.

You will utilize your ADMINISTRATIVE SKILLS to efficiently:

• Assist with the planning, tracking, documentation, and status updates for the project.
• Provide timely, accurate, professional, and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring.
• Ability to generate required reports from the system as well as read and utilize information

You will use your COLLABORATIVE SKILLS to:

• Effectively work with teams to identify/mitigate delivery risks and participates in the creation of risk mitigation plans.
• Recognize areas for internal improvement and work with teams to develop plans for implementation.
• Collaborate across all business units to control resource requests while aligning to budgets and project plans.
• Provides regular updates on the progress and status of specific projects and MSP activities.
• Work closely with ISG leadership, including Practice Leads, Technical Project Managers, and Technical Account Mangers to implement the best solutions for customer needs.
• Partner with Technical Account Managers and Project Managers to provide an excellent technical onboarding process for new customers.
• Develop partnerships and be the expert for internal resources regarding integrations, technical solutions, and security questions.
• Work closely with Technical Project Manager to plan and prioritize work.
• Provide feedback and suggestions to management for improved customer satisfaction, process improvements and system enhancements
• Support the company by completing other duties as assigned.

You will use your TECHNICAL SKILLS to:

• Take responsibility for onboarding activities, quality, on go-live as required for account(s).
• Ensure proper change management review and approval for any client related changes across services.
• Maintain a full understanding of each Managed Services solution including technical design and contractual terms and conditions for each client.
• Support technical implementation tasks for new customers.
• Implement software solutions and provide a world-class experience for customer onboarding and account management.
• Develop scalable solutions and systems.
• Work collaboratively to design, develop, test, and deliver high-quality code on a rapidly evolving product roadmap.
• Solve problems in the customer environments relating to service development and integration.

You will use your CUSTOMER SERVICE SKILLS to:

• Act as focal point during onboarding activities and day-to-day client interaction for client owned activities and deliverables related to any services provided.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Management – Organize and manage multiple priorities.
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
• Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

You will meet the following educational, licensing, certification, and work experience requirements:

• High School Diploma or equivalent required.
• Experience in Technical Operations function, including solid experience dealing with customers, and internal teams, typically gained over 4 or more years.
• Experience working for an established IT organization, managed services, or cloud services provider (MSP/CSP) preferred.
• 2+ Years project coordination support or client onboarding / offboarding / assessment experience.
• Experience with Microsoft Office Suite, Word, Excel and Outlook.
• Experience with Managed Services PSA or RMM tool (or ITSM tooling).
• Experience with MSP Cloud based administration and licensing portals; Microsoft, Auvik, RMM, Webroot, Barracuda, Knowbe4, Umbrella, etc.
• Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.

You will follow the ISG Technology Core Values:

1. Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique.
2. Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves.
3. Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation.
4. “Team First” Initiative - Proactively helping one another, taking individual accountability for the success of the whole team.
5. Continuous Improvement - Daily improvement matters. Bold ideas move us forward.

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.