Working With Watchkeep

Troubleshooter and Customer Focused?

Great Communicator?

Looking for the Opportunity to Work in a Key Role in a Growing Industry?

We are one of the area's top Managed Technology Services Firms, and we are looking for our next Unified Communications Field Engineer. We are seeking a motivated person with excellent organizational skills, strong communication abilities and, most importantly, someone who is ready to be part of a winning team.

You will work from our comfortable offices located in West Reading, Pennsylvania and support Watchkeep's service communication and collaboration platform. The Unified Communications (UC) Field Engineer is responsible for technical expertise and support for the installation, configuration, maintenance and troubleshooting of our UCaaS solutions. The UC Field Engineer will ensure the system is configured and optimized to meet the needs of the business and its users. This includes assisting with all engineering projects for VoIP initiatives, configuring and optimizing all telephone systems and services, both internally and those integrated with internet-based services. You may also be required to troubleshoot LAN and WAN hardware systems and respond to customer inquiries. This is an 8-5 position (some overtime required on occasion) with greater than 50% field work at customer locations.

Duties and Responsibilities:

• Installation, configuration and training of unified communication solutions including phone provisioning, VoIP phone systems, video conferencing systems, instant messaging and presence and other communication tools.
• Responsible for configuring the system to meet the specific needs of the business and its users. This may involve configuring call routing, voicemail and other features to ensure that the system is easy to use and meets the needs of the customer.
• Validating customers' infrastructure readiness including meeting with IT managers, analyzing existing IP and PBX communication servers and completing site surveys.
• Collaborate with network engineers and administrators to ensure that VoIP traffic does not interfere with or hinder network data traffic.
• Support VoIP infrastructure and its associated software including IP-PBXs Edgemarc, call management systems, voicemail and interactive voice response.
• Collaborate with help desk to resolve trouble tickets and mitigate end-user issues with VoIP hardware and/or applications.
• Remain current on new transport protocols, products and standards in support of VoIP systems development and equipment procurement
• Obtain and maintain relevant technical certifications that may require off-hours time for study and preparation.
• This position is 8 AM - 5 PM with overtime required at times. Overtime must be approved by a manager on the day it is requested.

As part of our full-time staff, you'll enjoy:

• Competitive pay
• Fun and entertaining work environment (think food, lots of food)
• Comprehensive benefits package
• Paid time off
• Company-provided training and certifications
• Growth opportunities with a proven industry leader
• Company incentives and promotions

Qualifications, Skills and Experience Required:

• Able to prioritize and execute tasks in a high-pressure environment
• Working technical knowledge of VoIP/IP telephony systems, software and hardware including voicemail systems, boarder control session devices, switches, routers, call handler devices and handsets
• Knowledge of unified communication and collaboration tools such as messaging, web conferencing, audio conferencing and presence
• Familiarity with WAN and LAN systems, VLANS and network topologies such as Frame Relay, ATM, ISDN, etc.
• Excellent troubleshooting skills and understanding VoIP QoS issues and mitigation strategies
• Experience VoIP technologies such as SIP and RTP as well as video conferencing technologies such as WebRTC and H.323
• Contact Center experience a plus
• Knowledge of cabling and wiring systems, design and installation
• Strong interpersonal skills, oral communication skills and proven analytical and problem-solving abilities
• Experience working in a team-oriented, collaborative environment
• Professional appearance and presentation in line with handbook standards
• Cisco, Avaya, Microsoft, CompTIA certifications a plus
• Valid drivers' license
• Ability to lift, push or pull up to 30 lbs.

Measures of Accountability

• Customer satisfaction greater than 95% per survey responses
• 100% compliance with time entry and other documentation requirements
• Works 100% of assigned projects and tickets properly and in accordance with company policies and procedures
• 100% of unresolved service tickets are escalated and reported to Service Coordinator
• Achieves or makes substantial progress towards other goals as assigned

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Strong client-facing skills and problem solver?

Great communicator?

Looking for the opportunity to work in a key role in a growing industry?

We are one of the area's top Managed IT Services firms, and we are looking for our next Service Desk Engineer Level 1. We are seeking a motivated person with the ability to solve problems, excellent organizational skills, strong communication abilities and most importantly, someone who is ready to be part of a winning team.

You will work from our comfortable offices located in West Reading, Pennsylvania and be responsible for resolving service desk tickets directly from customers, ensuring that every request is handled accurately and efficiently to keep customers happy and business moving forward. You will be in one of the primary positions for our team, so you must be a self-starter as well as a great problem solver.

In the Service Desk Engineer Level 1 Position:

• You will provide customer technical support for hardware and software products (incoming calls, email questions, web requests, etc.)
• You will provide timely and professional remote assistance
• You will install software upgrades, releases and updates to existing customers
• You will track and record personal billable and non-billable work on a timely basis, thoroughly and accurately
• You will obtain and maintain professional technical certifications which may require off-hours time for study and preparation

Qualifications, skills and experience required:

• Bachelor's degree in information technology or career-relevant technical certifications required
• 2-5 years working in a related position within the IT support field preferred
• Active directory - general understanding of configuration and troubleshooting
• TCP/IP protocol - IP addressing, configuration and troubleshooting
• Server hardware and software - basic understanding and effective troubleshooting of Server 2012, 2016 and 2019
• General problem resolution and analysis
• Remote and on-site customer network support
• Desktop system user support (Windows 10, 11)
• Software installation and configuration
• Backup software
• Familiarity with Windows installation procedures, file locations and registry properties
• Network management and support - some knowledge of switches, routers and firewalls
• Strong client-facing communication skills, both written and verbal
• Excellent customer service skills and professionalism
• Effectively and efficiently carry out written and verbal job-related instructions, with or without supervision
• Exercise sound judgment when evaluating situations, when offering positive suggestions and when making decisions
• Respond to inquiries and/or complaints in a timely and professional manner
• Work under pressure typically associated with this type of position
• Professional appearance and presentation
• Valid driver's license

As part of our full-time staff, you will enjoy:

• Competitive pay
• Fun and entertaining work environment
• Comprehensive benefits package
• Paid time off
• Company-provided training and certifications
• Growth opportunities with a proven industry leader
• Company incentives and promotions

About Watchkeep

Watchkeep is a growing and successful Technology Services company that has been serving small- to mid-size businesses and non-profits in Pennsylvania since 2006. Our focus is on taking care of the clients who rely on us for their day-to-day IT needs AND taking care of our employees. This includes XBox breaks, food days, a fun environment - you get the idea. Do the right thing isn't just a core value, it's a way of life at Watchkeep. Did we mention you would be part of a winning team who works hard, plays hard and has an intense customer focus?

Troubleshooter and Customer Focused?

Great Communicator?

Looking for the Opportunity to Work in a Key Role in a Growing Industry?

We are one of the area's top Managed Technology Services Firms, and we are looking for our next Service Desk Engineer Level 2. We are seeking a motivated person with excellent organizational skills, strong communication abilities and, most importantly, someone who is ready to be part of a winning team.

The Service Desk Engineer Level 2 will:

• Routinely find solutions for complex issues
• Serve as an escalation point for Level 1 Service Desk Engineers
• Provide timely and professional remote assistance
• Make solution recommendations to resolve issues and upgrade client environments
• Work with partners and vendors as needed to diagnose complex problems

As part of our full-time staff, you'll enjoy:

• Competitive pay
• Fun and entertaining work environment (think food, lots of food)
• Comprehensive benefits package
• Paid time off
• Company-provided training and certifications
• Growth opportunities with a proven industry leader
• Company incentives and promotions

Qualifications, Skills and Experience Required:

• 4-8 years working in a related position within the IT support field preferred
• Bachelor's degree in technology or relevant technical certifications (MCSE, CCNA, Net+, Azure)
• Strong server experience - virtualization, group policy, advanced DNS and DHCP, IIS
• Solid networking fundamentals - firewalls, VLAN management, VPN configuration
• Advanced Microsoft 365 management experience
• Track record of providing solution suggestions and executing on implementation
• Work well under pressure typically associated with this type of position
• Professional appearance and presentation
• Occasional local travel - a valid driver's license and transportation required

We are looking for our next elite team member for the Systems Engineer Level III role - is that you? Are you a problem solver with a passion for project work? How about great communication skills and most importantly, are you ready to be part of a winning team? We passionately believe in the support of our clients and strive to deliver best-in-class service for every client every day. If this sounds like you, let's talk!

You will work from our comfortable offices located in West Reading, Pennsylvania as well as your own home and will be responsible for being a direct representative of our managed services team. You will be assisting customers with achieving their business technology goals through engineering excellence and professionalism. You will be in one of the primary positions for our team, so a motivated, self-starter is a must.

• You will research, design and install complex system infrastructure
• You will serve as Project Lead for customer-facing projects
• You will design and implement server and storage infrastructure according to best practices
• You will work with server and storage infrastructure including hypervisors, SANs and enterprise storage protocols
• You will work with network infrastructure (routers, switches, etc.) including WAN operations, firewalls and wireless technologies
• You will assess client environments and make appropriate hardware/design recommendations with extreme accuracy
• You will have the ability to create highly accurate project plans based on hardware requirements, client business objectives and industry best practices

About Us

Watchkeep is a growing and successful Technology Services company that has been serving small- to mid-size businesses and non-profits in Pennsylvania since 2006. Our focus is on taking care of the clients who rely on us for their day-to-day IT needs AND taking care of our employees. XBox breaks, food days, a fun and collegial environment - you get the idea! Do the right thing isn't just a core value, it is a way of life. Did we mention you would be a part of a winning team who works hard, plays hard and has an intense customer focus?

As part of our team you will enjoy:

• Competitive pay
• Fun and entertaining work environment (think food, lots of food!)
• Comprehensive benefits package
• Paid time off
• Company-provided training and certifications
• Growth opportunities with a proven industry leader
• Company incentives and promotions

Qualifications

Technical Skills

• Supporting and architecting a Windows 2012/2016 infrastructure including Active Directory, DNS, WINS, DHCP, File/Print, IIS, RADIUS, WSUS and terminal services (Citrix)
• Maintaining and designing an Exchange, SQL WSS/MOSS, SharePoint environment and other big iron Microsoft services
• Implementing unfamiliar and new technologies from third parties
• Spam filtering either through an SaaS solution or other means
• Backup and recovery of systems via third-party or native tools. This includes archiving to media such as tape, disk and cloud
• Troubleshooting network issues from a server/desktop perspective
• Exchange 2010/2013/Exchange Online Office 365, including implementation and support of a highly available messaging infrastructure

Business/Professional Skills

• Professional appearance and presentation
• Effectively and efficiently carry out written and verbal job-related instructions, with or without supervision
• Exercising sound judgment when evaluating situations, when offering positive suggestions and when making decisions
• Maintaining acceptable attendance/punctuality standards
• Maintaining quality and quantity work standards
• Responding to inquiries and/or complaints in a timely and professional manner

Education

• Bachelor's degree in computer science, engineering or relevant field; MS/MA preferred
• Professional certification (e.g. CCNP, CCDP)

Experience

• Minimum 7 years experience in information technology or related fields
• Experience in analysis, implementation and evaluation of IT systems and their specifications
• Experience with ticketing/monitoring software (ConnectWise, Kaseya)

Watchkeep is seeking a New Business Development Specialist. The New Business Development Specialist is a sales professional who is eager to learn the business technology industry and best-selling tactics to gain new market share. Having an excellent reputation for providing outstanding service after the sale in a B2B, technology-based role, the New Business Development Specialist helps area businesses be successful by navigating the Internet of Things, developing technology roadmaps and capitalizing on our best-in-breed technology and tools.

Responsibilities

• Apply relationship-building and appointment setting skills and knowledge as they relate to the sales of office equipment technology in order to achieve 100% of the assigned budget/quota.
• Prioritize and document prospects in a 30-60-90 day format and build a pipeline.
• Develop lists of qualified prospects that will be continuously updated. 
• Add new prospects by dedicating 90% of your time to cold calling, prospecting, telemarketing, networking, etc.
• Complete the closable prospect list/forecast.
• Complete other business and prospect lists as requested by the sales manager.
• Participate in and be a contributing member of the sales team while upholding the company's mission statement.
• Develop expertise, skills and knowledge by attending ongoing training classes when scheduled and exhibit a commitment to learning new products and knowledge.
• Prepare and discuss the weekly business forecast, the 30-60-90 day prospect list, professional goals and concerns at scheduled one-on-one meetings with the sales manager.
• Set appointments with decision-makers for a scheduled field time with the account executive.
• Elevate any individual or team concern to the sales manager.
• Maintain a positive, business-like demeanor and appearance at all times.

Qualifications

• Bachelor's degree or  related job experience
• Previous sales experience in a B2B setting is preferred.
• The ability to create prospect interest
• Exceptional communication skills including listening, analysis and presentations
• Expertise in math and analytical skills
• Ability to be a self-starter, self-motivator and deal well with rejection
• Be competitive
• Ability to lift up to 20 pounds; perform climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pulling, pushing, lifting and grasping as it relates to job tasks.
• Work in an office setting, with some remote work and onsite at client locations.
• Frequent travel ~65% local travel. Must have a valid driver's license.

Fraser offers

• Competitive compensation salary plus unlimited commissions
• Company-paid trips, awards, incentives and promotions
• Professional sales environment with opportunities for advancement based upon performance
• Outstanding sales training program with industry leaders
• Comprehensive benefits package including medical, dental, vision, life and disability insurances, paid vacation, paid holidays, 401k with company match and expense reimbursement

Watchkeep helps many goal-oriented sales professionals achieve and surpass their ambitions through industry-leading training, a fun, collegial work environment and a very rewarding compensation program.  We welcome the opportunity to discuss what your next successful years in your career could look like here at Watchkeep.

Learn More or Apply

Our Digital Workplace Specialist is responsible for working with customers to create and improve their digital workplace experience. The DWS will achieve their sales objective by developing relationships and partnering with customers to evaluate/assess both their technology requirements, communication and business goals to develop a comprehensive strategy to meet their short and long-term objectives. The DWS will work closely with the Practice Managers supporting Managed Services and UCaaS for presale support.

Responsibilities

• Develop a pipeline by adding qualified new prospects by working with our sales team, cold calling, telemarketing, campaign management, etc.
• Lead customer discovery meetings to uncover and validate clients' desired outcomes and technology needs
• Create and present sales proposals to decision-makers. Close sales opportunities and accurately complete all sales paperwork.
• Hand off closed opportunities to delivery and customer success teams.
• Update CRM on a consistent basis in order to manage sales cycle.
• Continuous education to develop expertise, skills and knowledge by attending virtual or in-person learning.

Qualifications

• BA/BS degree or related job experience
• 2-5 years of experience in B2B outside sales, preferably in IT services, unified communications or office technology
• Demonstrated fearless cold calling, prospecting and closing of sales
• Strong client-facing skills and effective selling to an executive, owner and/or decision-maker with a consultative approach
• Entrepreneurial spirit and goal-driven focus - ability to deal with rejection
• Ability to work autonomously and demonstrate excellent time management skills

Watchkeep offers

• Competitive compensation salary plus unlimited commissions
• Company-paid trips, awards, incentives and promotions
• Professional sales environment with opportunities for advancement based upon performance
• Outstanding sales training program with industry leaders
• Comprehensive benefits package including medical, dental, vision, life and disability insurances, paid vacation, paid holidays, 401k with company match and expense reimbursement

Watchkeep helps many goal-oriented sales professionals achieve and surpass their ambitions through industry-leading training, a fun, collegial work environment and a very rewarding compensation program.  We welcome the opportunity to discuss what your next successful years in your career could look like here at Watchkeep.

Learn More or Apply