Executech

• Resolve complex, high-severity escalations across infrastructure, identity, networking, endpoint, and applications, serving as the senior technical point of contact for assigned clients and queues • Lead technical response during major incidents: triage, containment, delegation, status updates, and stabilization • Perform root-cause analysis and drive durable remediation to prevent recurrence • Own client outcomes end-to-end, coordinating across internal teams and specialized resources when scope spans multiple functional areas • Own vendor escalations (Microsoft, ISPs, SaaS) with clear evidence, timelines, and follow-through • Deliver at least one continuous-improvement contribution per quarter, runbook, automation, monitoring, or standards update • Mentor engineers across tiers; elevate troubleshooting habits, documentation quality, and judgment on when to proceed vs. escalate • Partner with Service Directors on escalation strategy, queue health, and QA calibration • Model exemplary documentation, time capture, and client communication, especially under pressure, while protecting scalability, security, and Executech standards • Exercise senior-level judgment on when to proceed, when to escalate, and when to pull additional resources, and coach others to do the same

Role Overview We are seeking a skilled and detail-oriented Design Desk Engineer to join our team at Executech! The IT Design Desk Engineer plays a critical role in bridging sales, engineering, and service delivery by developing accurate, scalable, and standards-aligned technical designs and proposals. This role supports pre-sales engagements, scopes new projects, assists in technology planning, and ensures that services quoted align with company best practices, vendor standards, and partner needs. They serve as a technical consultant who translates partner business requirements into actionable, cost-effective solutions while adhering to established frameworks, compliance requirements, and internal capabilities. The ideal candidate will have a background in IT infrastructure and process design, with a focus on creating and optimizing solutions for a wide range of clients involving collaboration to meet specific needs including cloud services, network management, security solutions, and more. This role is open to remote resources. Key Responsibilities · Collaborate with PSMs, TAM’s and ProServ to design infrastructure and technology solutions that meet partner objectives. · Create and maintain design packages, Scopes of Work (SOW), and Bill of Materials (BOM) for projects and upgrades. · Standardize recurring project types (onboarding, server replacements, firewall upgrades, etc.) with templates and automation. · Interface with vendors and distributors to ensure solutions are cost-effective, compatible, and technically sound. · Validate compatibility of proposed designs with partner environments (licensing, networking, hardware lifecycle, etc.). · Assist in documenting and improving internal design standards and solution frameworks. · Support escalations related to design assumptions, change requests, and vendor issues. · Participate in post-mortem reviews to continuously improve templates, Standard Operating Procedures (SOPs), and design governance. · Maintain current technical expertise by earning two pre-approved technical certifications annually, ensuring continued proficiency with evolving technologies and industry best practices. · Perform other duties as assigned or otherwise identified. Day-to-Day Tasks · Review incoming requests for design support and scope new projects. · Build or update design packages and proposals using standardized templates. · Validate lifecycle items with TAMs (e.g., server refresh, OS upgrades, licensing alignment). · Collaborate with ProServ on technical feasibility and implementation readiness. · Respond to escalations regarding design assumptions or scope creep. · Update IT Glue/ConnectWise and other documentation with revised standards or vendor insights. · Provide feedback to leadership on patterns, risks, and opportunities for stack improvement. Escalation Responsibilities 1. Design Assumption Escalations - Revalidate scope, reassess options, adjust design, and coordinate with ProServ for change orders. 2. Scope Creep/Change Requests - Determine scope boundaries, redesign as needed, and work with PSMs to re-quote. 3. Vendor or Platform Escalations - Act as liaison with vendor support, recommend design adjustments/workarounds, update internal limitations. 4. Recurring Implementation Misalignment - Participate in retrospectives, revise templates, and flag systemic process breakdowns. Qualifications Education · Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred. · Equivalent experience in solution design, architecture, or pre-sales engineering will be considered. Experience · 5+ years of IT experience in MSP, systems integrator, or IT consulting environment. · Strong background in infrastructure, cloud, networking, and security solution design. · Proven experience scoping and pricing IT projects (hardware, software, services). · Familiarity with MSP stack tools (e.g., ConnectWise CPQ, IT Glue, Lifecycle Insights) preferred. · Experience working cross-functionally with service delivery teams and account managers. Technical Skills · Proficiency in Microsoft 365, Azure, and hybrid cloud environments. · Strong understanding of networking, firewalls, VPNs, and security solutions. · Knowledge of backup, disaster recovery, and business continuity planning. · Ability to design workstation/server refreshes, cloud migrations, and compliance-driven solutions (CMMC, NIST, HIPAA). · Comfort with licensing, vendor programs, and technology procurement. Business & Communication Skills · Ability to translate technical solutions into business value for non-technical stakeholders. · Strong financial acumen: project costing, margin analysis, ROI presentation. · Skilled in producing clear statements of work (SOWs) and proposals. · Excellent collaboration skills with PSMs, TAMs, and ProServ Team. Certifications (Preferred/Target) · Microsoft Certified: Azure Solutions Architect Expert or AZ-305. · CompTIA Security+, Network+, or equivalent security/networking certifications. · VMware VCP, Cisco CCNA/CCNP, or Sophos certifications. · ITIL 4 Foundation for process alignment.