Senior Professional Services Engineer in MPS (Hybrid)

About Modern IT Modern IT is a new kind of MSP: more intentional, more informed, and more inspired. Founded on the belief that today’s business needs require different, we’ve rewritten the rules of IT against tool sprawl and hardware that creates more headaches than help. Our ideology is simple: IT should put people and business into motion, not stand in the way. By thoughtfully putting services over servers, training and trust over technology, and heartbeats over hardware, we help harmonize people and processes and create IT ecosystems that foster calm, spur confidence, and energize people in the right direction: forward.  Modern IT is a platform-centric managed services provider that propels businesses into the digital age through strategic partnerships with Microsoft and ConnectWise. With a global clientele and a distributed team, we are positioned at the forefront of innovation and operational excellence. 

Why This Role Exists The Professional Services Engineer is the face of Modern IT in the field. When a client is cutting over to new infrastructure, refreshing their devices, or standing up a new network environment, they are experiencing Modern IT in the most visible, tangible way. What happens in those moments - how cleanly the work is executed, how clearly expectations are set, how well the environment is documented and handed off - shapes what the client believes about us long after the project closes.  At Modern IT, we believe this work demands more than technical execution. It demands someone who thinks about quality, client communication, and continuous improvement in equal measure. We are building a Professional Services team led by engineers who combine technical depth, deployment precision, field leadership, and a commitment to leaving every environment better than they found it.  Through disciplined execution and healthy utilization, this role directly generates the non-recurring revenue that Professional Services is planned to deliver

Who Thrives in This Role This role is for the senior Professional Services engineer who has seen enough sloppy deployments to know there is a better way.  You may already be the person clients trust most onsite - the one who asks good questions before touching anything, who labels cables without being asked, who flags a scope issue before it becomes a project blowup. You enjoy the technical challenge of deployment work, but you also take pride in how the engagement feels from the client's side.  You do not want to spend your career executing deployments that are forgotten by the next quarter. You want to build a track record of clean handoffs, satisfied clients, and projects that close on time and on budget. You care about documentation because you understand that what is not captured does not exist.  You are also someone who wants to grow, and you recognize that the best Professional Services engineer today understand not just hardware and networking, but endpoint management, identity, device lifecycle, and how all of it ties back to the client's long-term environment health.  If you are energized by field execution, client trust, technical ownership, and the opportunity to set a higher standard for how MSP project delivery looks and feels, this role was built for you. 

Success Factors • Departmental Scorecards: Maintain a thorough understanding of all PS Team KPIs, including an understanding of the importance of each KPI and KPI target, including the following:  • Number of Open Projects 

• Number of Projects Closed 

• Number of Open Overbudget Projects 

• Number of Open Onboarding Projects 

• Billable Hours Backlog 

• Nonbillable Hours Backlog 

• CSAT Score 

• Role Specific Scorecards: Maintain a thorough understanding of all Role Specific KPIs, including an understanding of the importance of each KPI and KPI target, including the following:  • 85% Billable Utilization 

• 100% Effective Utilization 

• Contributor Hours trending down  • Overbudget Projects trending downward 

What You’ll Own Professional Services Project Engagements:  • Provide remote and onsite client services  • Complete projects on schedule and on budget  • Adhere to established project processes, including:  • Successfully complete PE tasks in the project intake process 

• Project planning and preparation 

• Delivery of equipment for projects 

• Equipment setup and configuration 

• Execute timely maintenance windows for cutovers 

• Provide afterhours project services as necessary 

• Confirmation of technical alignment post project 

• Manage scope creep and additional project service requests 

• Completion of project technical documentation 

• Maintain project status documentation 

• Time entry and tracking in PSA  • Acquire vendor support as necessary 

Network Infrastructure  • Deploy and troubleshoot LAN/WAN infrastructure, including switches, routers, firewalls, and wireless access points. 

• Perform network assessments and validate connectivity requirements before and after deployment. 

• Coordinate with ISPs, third-party vendors, and client stakeholders to resolve connectivity issues without delay. 

• Maintain accurate change records, including updated onsite photos of newly deployed equipment.  • Lead P1 incident coordination at client sites to ensure fast recovery and minimal downtime. 

Manage Onsite Subcontractors  • Perform onsite walkthroughs to validate that vendor work meets Modern IT standards. 

• Flag deficiencies, drive remediation, and formally sign off on subcontractor deliverables before project handoff. 

• Maintain complete subcontractor documentation, including labeling, photos, and as-built records. 

Documentation and Knowledge  • Update project documentation after every deployment with accurate as-built records, lessons learned, and outstanding items. 

• Create and improve deployment runbooks, client-specific environment notes, and troubleshooting guides that compound value across the PS team. 

• Maintain high-quality PSA data in ConnectWise, including time entries, task notes, scope changes, and project status. 

Meeting Rhythm  • Participate in the PS daily huddle, weekly department meeting, and scheduled 1:1s 

• Attend New Project KT meetings with the Design Desk and vCIO for each assigned project 

• Hold regular sync-ups with the PM to verify schedule and budget status; support or lead client project status meetings as needed 

• Contribute subject matter expertise to the bi-weekly Standards Committee 

Solutions Design Validation  • Peer review proposals to validate solution designs before they are sold  • Provide solutions design assistance to the Design Desk as needed