Professional Services Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the technical components of VoIP and UCaaS-related initiatives

• Act as a technical escalation resource for the Professional Services Engineering and technical support teams

• Assess client technical needs and ensure that proposed solutions align with business objectives

• Engage with clients via phone, Microsoft Teams meetings, and email

• Offer technical support during client onboarding, offboarding, and project execution

• Perform remote technical discovery and assessments

• Diagnose and resolve issues related to computers, networks, servers, and IT infrastructure

• Investigate intricate technical problems and escalate unresolved issues

• Provide updates on project status and pinpoint any outstanding documentation or device-monitoring needs

• Ensure that technical documentation facilitates ongoing client operations

• Record client infrastructure, network setups, technical workflows, and system specifications

• Create and maintain knowledge bases, network diagrams, troubleshooting manuals, technical procedures, and client-specific documentation

• Develop and uphold standard operating procedures and technical documentation

• Review and assess customer networks for security, stability, and operational readiness

• Collaborate with escalation teams and subject matter experts to address technical issues

• Provide guidance to Sales and Engineering teams regarding products, solutions, and technologies

• Keep precise reports, project updates, and technical documentation

• Represent the company professionally to customers, prospects, vendors, and external partners

• Stay updated with emerging technologies and best practices in the industry

• Engage in technical training and pursue relevant certifications

• Adhere to company policies, procedures, security standards, and service delivery expectations

⛳️ Requirements

• Associate's degree in Computer Science, Networking, Information Technology, or a related field, or equivalent professional experience

• At least 4 years of full-time experience in technology solutions, IT services, or a similar technical setting

• Strong technical expertise in VoIP and UCaaS technologies, including implementation, troubleshooting, and support

• Experience in supporting technical projects, managing escalations, and directly interacting with clients

• Proficiency across networking, servers, databases, cloud technologies, automation and scripting, PowerShell, command-line tools, and virtualization

• Familiarity with DNS, VPN, and LLDP

• Experience in troubleshooting network, server, desktop, and related infrastructure challenges

• Background in technical documentation, process creation, and standard operating procedures

• Familiarity with office automation tools, databases, remote access applications, and technical support software

• Solid understanding of computer systems, mobile devices, and various IT products

• Exceptional written and verbal communication skills in English

• Strong interpersonal skills and ability to build relationships

• Excellent analytical, decision-making, and problem-solving skills

• Strong organizational and time management abilities

• Capacity to work independently with minimal supervision in a remote setting

• Strong customer service focus

• Ability to quickly learn and adapt to new technologies

• Preferred: experience with Windows desktop operating systems; ticketing, project tracking, and time management systems; Microsoft Office; QuickBooks, MatrixCare, or similar platforms

• Preferred: intermediate to expert experience with Intermedia Phone Systems, Mitel Phone Systems, Pulsar, Microsoft Teams VoIP solutions, firewall troubleshooting, or network troubleshooting

• Preferred certifications: Microsoft 365 Fundamentals, Intermedia, Pulsar, Mitel, CompTIA Network+, Cisco Meraki Solutions Specialist, CCNA, CCNP, Ubiquiti UNS, Ubiquiti UEWA, and Barracuda Firewall certifications

🏝️ Benefits

• Work from home

• Monday to Friday schedule

• US holidays observed

• Ongoing technical training

• Opportunity to pursue relevant industry certifications