[Hiring] Professional Services Engineer @Sourcefit

Role Description

Our client is a US-based technology solutions provider offering IT services, cloud solutions, and communication technologies to businesses. We are looking for an experienced Professional Services Engineer – UCaaS/VoIP to lead the technical implementation, support, and management of Unified Communications as a Service (UCaaS) and Voice over Internet Protocol (VoIP) projects.

The successful candidate will serve as a key technical resource for client projects, working closely with customers, project managers, service desk teams, and other technical specialists to ensure solutions meet business requirements and are successfully implemented. This role involves:

• Leading technical project activities
• Troubleshooting complex issues
• Managing escalations
• Documenting client infrastructure
• Supporting onboarding and offboarding processes

The ideal candidate has strong technical expertise in VoIP/UCaaS technologies, networking, and IT infrastructure, combined with excellent communication, problem-solving, and customer service skills.

Qualifications

• 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 working across multiple IT disciplines, including networking, servers, databases, cloud technologies, automation and scripting, PowerShell and command-line tools, and virtualization.
• Working knowledge of networking protocols and technologies, including 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, with the ability to communicate effectively with clients and internal technical teams.
• Excellent analytical, decision-making, and problem-solving abilities.
• Strong organizational and time-management skills, with the ability to manage multiple projects and technical tasks simultaneously.
• Highly detail-oriented, process-driven, and committed to maintaining accurate technical documentation.
• Ability to work independently with minimal supervision in a remote environment.
• Strong customer service orientation and commitment to delivering high-quality technical support.
• Ability to learn quickly and adapt to new technologies in a fast-paced environment.
• Experience supporting clients across multiple geographic locations is an advantage.

Requirements

• Experience with Windows desktop operating systems.
• Experience using ticketing, project tracking, and time-management systems.
• Proficiency in Microsoft Office applications, including Word and Excel.
• Familiarity with business applications such as QuickBooks, MatrixCare, or similar platforms.
• Intermediate to expert experience with Intermedia Phone Systems, Mitel Phone Systems, Pulsar, Microsoft Teams VoIP solutions, firewall troubleshooting, or network troubleshooting.

Preferred Technical Certifications

• Microsoft 365 Fundamentals
• Intermedia Certifications
• Pulsar Certifications
• Mitel Certifications
• CompTIA Network+
• Cisco Meraki Solutions Specialist
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP) – Switching/Routing/Voice
• Ubiquiti UNS
• Ubiquiti UEWA
• Barracuda Firewall Certifications (CGF01, CGF04, CGF09, or CGFPET1)