Professional Services Engineer

• Lead the technical aspects of VoIP and UCaaS-related projects
• Serve as a technical escalation point for the Professional Services Engineering team and technical support teams
• Evaluate client technical requirements and ensure proposed solutions meet business needs
• Communicate with clients through phone calls, Microsoft Teams meetings, and email
• Provide technical assistance during client onboarding, offboarding, and project implementation
• Conduct remote technical discovery and assessments
• Troubleshoot and resolve computer, network, server, and IT infrastructure issues
• Investigate complex technical issues and escalate unresolved concerns
• Provide project status updates and identify outstanding documentation or device-monitoring requirements
• Ensure technical documentation supports ongoing client operations
• Document client infrastructure, network configurations, technical processes, and system requirements
• Develop and maintain knowledge bases, network diagrams, troubleshooting guides, technical procedures, and client-specific documentation
• Develop and maintain standard operating procedures and technical documentation
• Review and audit customer networks for security, stability, and operational readiness
• Collaborate with escalation teams and subject matter experts to resolve technical challenges
• Advise Sales and Engineering teams on products, solutions, and technologies
• Maintain accurate reports, project updates, and technical documentation
• Represent the company professionally with customers, prospects, vendors, and external partners
• Stay current with emerging technologies and industry best practices
• Participate in technical training and pursue relevant certifications
• Follow company policies, procedures, security standards, and service delivery expectations

• Associate's degree in Computer Science, Networking, Information Technology, or a related field, or equivalent professional experience
• Minimum of 4 years of full-time experience working in a technology solutions, IT services, or similar technical environment
• Strong technical knowledge of VoIP and UCaaS technologies, including implementation, troubleshooting, and support
• Experience supporting technical projects, managing escalations, and working directly with clients
• Experience across networking, servers, databases, cloud technologies, automation and scripting, PowerShell, command-line tools, and virtualization
• Working knowledge of DNS, VPN, and LLDP
• Experience troubleshooting network, server, desktop, and related infrastructure issues
• Experience with technical documentation, process development, and standard operating procedures
• Familiarity with office automation products, databases, remote access tools, and technical support applications
• Strong understanding of computer systems, mobile devices, and other IT products
• Excellent written and verbal English communication skills
• Strong interpersonal and relationship-building skills
• Excellent analytical, decision-making, and problem-solving abilities
• Strong organizational and time-management skills
• Ability to work independently with minimal supervision in a remote environment
• Strong customer service orientation
• Ability to learn quickly 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

• Work from home
• Monday to Friday schedule
• US holidays observed
• Ongoing technical training
• Opportunity to pursue relevant industry certifications