Solutions Architect II chez ISG Technology

Description

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 70, 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!

Key Accountabilities:

1. Owner of Technical Pre-Sales and Related Process
2. Solution Design – Managed Recurring Revenue (MRR), and Professional Services (PS) Revenue
3. Client Presentations, Assessments, Solution Reviews
4. New MRR

Job Summary: The Solutions Architect II, as a member of the Solutions Architect team, is responsible for the design and technical sales of technology solutions for ISG customers. Considered ISG Technical Generalist with a comprehensive understanding of ISG’s entire portfolio. The Solutions Architect II will participate in ISG’s sales, scoping and proposal creation processes, and work with the account managers, sales professionals, engineers, project managers, manufacturers, vendors, and distributors to fulfill role responsibilities, in addition to interfacing with clients and their vendors. The Solution Architects are fluent in the Managed Services portfolio and creating solutions and presenting solutions to our clients and perspective clients and educating those clients on the value of each offering. 

The Solutions Architect Team is the safeguard between the sales and project delivery teams and is one of the keys to project profitability. The Solutions Architect Team not only helps educate and train ISG’s sales staff in setting appropriate expectations regarding the benefits of technology solutions with their prospects and clients but is also instrumental in working with vendors and partners to design appropriate solutions to meet client needs and putting together scopes of work and proposals and assisting in the project plan creation 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:

• Obtaining a clear understanding of ISG vision and role objectives. 
• Assisting our clients and perspective clients on developing a strategic roadmap to support their business and strategic technology initiatives. 
• Supporting sales during client discovery meetings, assessment meetings, and gathering proper information for technical assessment. 

You will use your COLLABORATIVE SKILLS to:

• Perform thorough project handoff to the Project Management Team, Resource Engagement Coordinators, Implementation Engineers, DCS Operations Manager, and any other resources to ensure seamless delivery of projects. 
• Contribute to the achievement of all individual, team Managed Services goals, and professional services goals such as: Time Entry, Deliverable SLA, Technical Notes, 1:1 Meeting, Continuous Improvement, Customer Satisfaction, and Lead Generation.
• Work with appropriate members of the sales team to support the sale of advanced technology and ISG Managed Services solutions. 
• Properly follow all team policies and procedures.
• Support the company by completing other duties as assigned.

You will use your TECHNICAL SKILLS to:

• Design and architect advanced technical solutions, which includes, but is not limited to, developing proposals, scopes of works, service delivery proposals, and other necessary service documentation.
• Design and architect managed services solutions, including proposals and MRR agreements for the managed services portfolio and support client sales presentations. 
• Stay informed of new solutions and available technologies through available industry resources, existing engineering staff and customer requests to maintain strategic relevance to our customers. 
• Attend and participate in presales meetings as technical design facilitator.
• Maintain a strategic understanding of ISG-provided products and services and the results they can deliver for customers. 
• Participate in available technical training as deemed necessary by ISG. 
• Acquire and maintain certain technical certifications, as assigned, and required by ISG.

You will use your CUSTOMER SERVICE SKILLS to:

• Achieve the assigned presales performance expectations and continued technical skills development; as well as, expected level-appropriate customer service, soft skills, and other related skillsets.
• Sustain an appropriate level of customer satisfaction and help facilitate resolution of technical sales problems on all supported products. 
• Develop and maintain positive relationships with vendors and keep current on technology products.

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.

Requirements

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

• Technical Bachelor’s Degree, or equivalent.
• Minimum of 5+ years’ experience in MSP Solution Architect or related roles. 
• Professional Level Certifications across one or more technologies, such as, storage, compute/servers, networking, wireless, unified communications, and security. 
• Strong experience in Microsoft products and online solutions, especially in Office 365, Microsoft 365, Skype for Business, SharePoint Online, Azure, Power BI, Enterprise Mobility Suite, and Dynamics 365. 
• 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:

Humor & Fun

1. We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails.
2. We collaborate and value sharing our unique perspectives.
3. We’re inclusive and create activities that align with people’s interests and passions.

Resilience

1. We pride ourselves in meeting high-pressure challenges
2. We never quit and demonstrate the ability to see daunting assignments through … successfully.

Lead by Example

1. We demonstrate courage in having crucial (and sometimes “tough”) conversations.
2. We are reliable and highly accountable in our use of systems and tools.

Continuous Improvement

1. We’re creative thinkers who can adapt to evolving situations.
2. We’re humbly confident, know our stuff, are willing to coach and be coached.
3. We’re willing to make “healthy” self-sacrifices for the greater good.

“Team First” Initiative

1. We are pro-active and stay on top of training and certifications.
2. We willingly take on more responsibility if we see a need and can assist.
3. We view individual accountabilities as representing the whole team.

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.