Design Desk Engineer (International)

The Design Desk Engineer is responsible for translating business and technical requirements into supportable solution designs and implementation-ready project documentation. The role supports solution design, proposal development, technical scoping, workplan creation, request triage, stakeholder communication, and continuous improvement.

The Design Desk Engineer maintains broad project-engineering knowledge across server infrastructure, virtualization, networking, security, Microsoft 365, and Microsoft Azure cloud services. The role works with vCIO strategy, client business requirements, technical documentation, vendor documentation, established standards, and approved organizational resources to develop technically accurate and supportable solutions.

Approved AI-assisted engineering and proposal-generation tools are incorporated into the Design Desk workflow to improve the speed, consistency, completeness, and presentation of Statements of Work, solution architecture, executive summaries, proposal documentation, assumptions, and related design deliverables. The Design Desk Engineer remains accountable for validating sources, technical accuracy, feasibility, supportability, scope, and the final quality of every deliverable.

• →Translate client business requirements and vCIO strategy into supportable solution architecture and implementation-ready project documentation.
• →Develop technical solutions, proposals, Statements of Work, workplans, business requirements, desired outcomes, assumptions, exclusions, dependencies, prerequisites, milestones, and supporting design documentation.
• →Perform technical scoping and validate proposed solutions for technical accuracy, feasibility, supportability, scope alignment, licensing, dependencies, risks, labor logic, and implementation readiness.
• →Review incoming design requests for completeness and identify missing technical or business information before design work proceeds.
• →Validate relevant environment information, including user, workstation, mailbox, server, location, supporting documentation, and other applicable intake details.
• →Maintain clear ownership and documentation of assigned requests, including status, schedules, decisions, blockers, next steps, and stakeholder communication.
• →Communicate delays, blockers, scheduling changes, and issues that could affect client deliverables or stakeholder expectations.
• →Participate in Design Desk request triage, workload review, KPI awareness, and operational activities.
• →Prepare for and support vCIO discussions by documenting requirements, assumptions, risks, outcomes, and next steps.
• →Use approved templates, prior examples, technical references, vendor documentation, and organizational knowledge sources when developing solutions and project documentation.
• →Use approved AI-assisted engineering tools to accelerate design and proposal development while independently reviewing and validating generated material.
• →Identify and correct unsupported content, technical inaccuracies, scope issues, and documentation quality concerns before deliverables are released.
• →Contribute to the ongoing improvement of Design Desk templates, documentation, intake forms, Design Library references, validation processes, prompts, automation workflows, and engineering standards.
• →Maintain documentation sufficiently detailed to allow another Design Desk Engineer to understand the status, previous actions, blockers, and next steps associated with a request.

• A home office set up that meets the following:
• Computer: A working computer with a minimum of 8GB RAM and one of the following:
• Windows 11 with an Intel i5 or i7 (8th generation or newer), or
• AMD Ryzen 5 or 7 (2000 series or newer), or
• macOS 12 or newer.
• Internet: Stable internet connection with at least 25 Mbps download and upload speeds.
• Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
• Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
• Webcam: An HD webcam for video calls.
• 2nd Monitor 
• UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
• A very strong cultural fit the ITS way (Our core values will be discussed during the interview) 
• Excellent command of the English language both spoken and written 
• Able to work full time for 40 hrs. a week:  8:00 AM to 5:00 PM PST (Monday to Friday)
• Able to pass our online behavior and cognitive assessments. 
• Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.
• Able to provide NBI Clearance (for PH applicants).

The Design Desk Engineer is expected to maintain well-rounded project-engineering capability across the following areas:

• Microsoft 365
• Microsoft Azure cloud services
• Server infrastructure
• Virtualization
• Networking
• Security technologies
• Solution architecture and technical design
• Technical scoping and implementation planning

The position requires sufficient technical depth to evaluate proposed designs, challenge or improve technical recommendations, identify risks and gaps, and validate AI-assisted design recommendations before they are incorporated into client-facing or project-facing deliverables.

The Design Desk Engineer regularly works with organizational platforms supporting technical design, documentation, request management, communication, and operational review, including:

• ConnectWise PSA
• Microsoft Teams
• SharePoint Design Desk document libraries
• IT Glue
• MSPBots
• Strety
• Approved AI-assisted Design Desk engineering tools

Success in the Design Desk Engineer role is demonstrated through the following measures:

• Request Ownership and Documentation: Consistent ownership and documentation of assigned design requests.
• Stakeholder Communication: Clear, timely communication with stakeholders and team members.
• Documentation Quality: Accurate, consistent, and supportable proposals, workplans, assumptions, exclusions, and deliverables.
• Operational KPI Awareness: Awareness of workload, ticket aging, throughput, and applicable operational KPIs.
• Team Participation: Active participation in team operating processes and continuous improvement activities.
• AI-Assisted Engineering Validation: Responsible use of approved AI-assisted design workflows while maintaining independent engineering validation and ownership of final technical quality.
• Continuous Improvement: Contributions that improve templates, documentation, processes, intake quality, automation, and Design Desk standards.

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PRE-RECORDED VIDEO INTERVIEW