IT Technical Alignment Engineer

Job Description

Job Description

Location: Hybrid (must live locally to Newington, NH office)

Position Summary:

The Technical Alignment Engineer is a key member of the Strategic Alignment Team (STAT). They collaborate closely with clients to understand their business goals, challenges, and technical requirements. This role involves analyzing IT infrastructures with technical “visits” (remote and onsite) to ensure that all clients align with Daystar best practices and toolsets. This role is also responsible for maintaining flexible assets, photos taken from onsite visits to client offices, configurations, and documentation while providing occasional technical support. Additionally, this role plays a crucial part in facilitating a smooth onboarding process for new clients by deploying our toolset, making project recommendations, and providing hand-off to the Managed Services team.

Primary Responsibilities:

Technical Alignment

• Develop and manage a comprehensive set of technical alignment questions, processes, and schedules for various types of visits (vertical, horizontal, onsite to client offices, and remote).

• Conduct remote (approx. 2 days per week) and onsite (approx. 3 days per week) technical alignments to identify areas for improvement and translate those opportunities into tickets.

• Prioritize, coordinate, and execute tickets generated from technical alignments or internally by other teams.

• Maintain accurate and up-to-date documentation including diagrams, checklists, guides and more.

• Maintain accurate and up-to-date configurations, and flexible assets including credentials, vendor contact information, installers and more.

• Serve as a Subject Matter Expert for clients, providing support via lunch and learns, knowledge base articles and more to both the Managed Services and Proactive Teams.

• Build rapport and foster relationships with clients by working closely alongside the Chief Information Officer (DCIO) and Client Success Manager (CSM) to build and implement IT strategy and roadmaps.

• Collaborate with the Centralized Services Team to enhance alignment questions, processes and implement automation.

• Troubleshoot technical issues that may arise and provide timely support to clients.

• Participate in on-call rotation for after-hours support; rotation is approximately every other month, for an entire week, outside of business hours which are Monday- Friday from 8:30am- 5:00pm.

• Stay informed about industry trends and technological advancements to continuously improve technical solutions.

New Client Onboards

• Communicate effectively with new clients, ensuring a seamless onboarding experience and addressing any questions or concerns they may have.
• Work closely alongside stakeholders including previous IT providers to organize and transfer knowledge to our team.
• Stage our toolsets with new client accounts and travel onsite to client offices to deploy across all devices within an IT infrastructure.
• Provide ongoing support for clients, addressing any issues or inquiries that arise during the onboard process.
• Collaborate with cross-functional teams to ensure a smooth handover of clients from the onboarding phase to ongoing account management.
• Create and maintain detailed documentation and processes related to client onboarding, ensure accuracy and consistency.
• Proactively identify areas for improvement in the onboarding process and suggest innovative solutions.

The Technical Alignment Engineer must live locally to the Daystar office in Newington, NH and be available to travel within approximately 50-mile for onsite appointments as necessary.

Qualifications:

• Minimum of 3 years’ experience in a client facing technical role.

• Strong knowledge of Windows and Mac operating systems, as well as Microsoft Office and other business applications.

• Understanding of networking concepts and protocols, including TCP/IP, DNS, DHCP, and VPN.

• Experience with remote support tools such as ConnectWise Control, TeamViewer, or LogMeIn.

• Experience with Active Directory and Windows Servers.

• Familiarity with ticketing systems such as ConnectWise Manage, Halo, Autotask, or Zendesk.

• ITGlue and Lifecycle Insights experience desirable.

• Relevant certifications such as CompTIA A+, Network+, or Security+ are a plus.

• Strong documentation skills and ability to follow established processes and procedures to ensure accurate and thorough documentation of technical solutions, configurations, and troubleshooting steps.

• Work collaboratively and efficiently as a team member to meet or exceed team goals.

• Possess a positive attitude, a strong work ethic, and a willingness to learn and grow with the role.

• Excellent written and verbal communication skills, with the ability to build and maintain relationships with clients and be able to articulate ideas clearly and concisely.

• Maintains a high level of integrity including the ability to handle extremely sensitive and confidential information.

DAYSTAR VALUES

Our Why: To positively impact and empower people, process, and organizations.

INTEGRITY

• We own our performance and follow process.
• We respect others' time.
• We are reliable and do what we say we will do.
• We do the right thing even when it is hard.
• We communicate with honesty and transparency.

EMPOWERMENT

• We respond to mistakes without blame but with a growth-mindset.
• We seek to learn from our mistakes.
• We will share our knowledge to help others grow.
• We take the initiative to grow professionally.
• We will coach / guide teammates instead of taking over.

BALANCE

• We proactively support and manage work-load spikes.
• We will encourage all employees to take time off.
• We will cultivate healthy boundaries to support work / personal balance.
• We utilize / develop healthy habits to reduce stress.

EXCELLENCE

• We follow and improve process and documentation.
• We create the best possible client experience.
• We cultivate optimism and focus on positive interactions and outcomes.
• We look for ways to innovate, improve process, and create efficiency.

PARTNERSHIP

• We listen to understand and meet our client’s needs.
• We actively look for opportunities to help our team.
• We look for ways to support and recognize our partners.
• We face conflict in a productive and empathetic way.
• We work as ONE in every (partner) engagement.

Company DescriptionDaystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks.

Daystar exists to help small to mid-sized businesses succeed. After two decades in the technology industry, we understand the dynamics of change. We embrace it and hope to help others in their journey as well.

Located in Newington, NH, Daystar was founded in 2000. The company is family-owned and operated by brothers Keith, Dan, and Eric Bamford. For more information on Daystar, please visit www.daystarinc.com.

Company Description

Daystar is a managed services provider and technology alignment integrator for small to midsized businesses. Because all businesses deserve smart, secure, and reliable technology support and guidance, we developed a business-aligned IT support platform, Daystar Direct. Our service helps businesses grow, create new efficiencies, and reduce cyber security risks. \r\n\r\nDaystar exists to help small to mid-sized businesses succeed. After two decades in the technology industry, we understand the dynamics of change. We embrace it and hope to help others in their journey as well.\r\n\r\nLocated in Newington, NH, Daystar was founded in 2000. The company is family-owned and operated by brothers Keith, Dan, and Eric Bamford. For more information on Daystar, please visit www.daystarinc.com.