Professional Services Engineer

Prime System Solutions; Philippines; Remote; PHP 600,000 - 1,200,000; Full time

Job summary

Prime System Solutions is seeking an Engineer, Professional Services to support project implementations and client engagements. You will assist the project team, maintain high service quality, and drive results while managing multiple vendor and engineering interactions.

The role emphasizes server, network, and cloud technologies, with onsite client travel and collaboration across teams. Strong communication and problem-solving are essential for success.

Qualifications

• Bachelor’s degree in a related discipline or equivalent professional experience.
• 4+ years as Assistant/Project Engineer or similar.
• Experience in network, data center, and security tech deployment.
• Active Directory experience including DNS, DHCP, NTFS, File/Printer shares, Group Policy.

Responsibilities

• Utilize project time to maintain 70% billable hours weekly.
• Occasional onsite travel to client offices; other days at office or remote location.
• Provide superior service to customers and clients.
• Collaborate with project team to meet SOW milestones.
• Analyze project data and generate status reports with recommended actions.
• Troubleshoot reports of production and maintenance issues.
• Manage utilization to prioritize productive, billable work.
• Assist with ticket escalation and client updates with multiple engineering groups.

Skills

Strong communication

Time management

Detail oriented

Problem solving

Customer service

Education

Bachelor's degree in related discipline

Tools

Microsoft Windows / Active Directory

Exchange 2010-2019

Microsoft 365

VMware ESXi

Hyper-V

Citrix XenServer

SQL Server

Networking design

WAN (BGP/MPLS)

Remote Desktop Services

CrowdStrike

Microsoft Defender

Azure AD & Intune

SharePoint

DNS/DHCP

Job description

TheEngineer, Professional Servicesis responsible forassistingthe Project team and providing knowledge andexpertisefor a range of project implementations and extended client engagements. The ideal candidate hasa high levelof attention to detail, takes initiative, and can drive results for customer requirements. The Engineer, ProfessionalServiceswillbe responsible formaintainingthe organization’s standard for customer service and delivering projects with the highest attention to compliance and quality.The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities:

• Project Utilization of 70% billable hours per week, including all dispatch and project work directly involved for the client.
• Asrequested, travel onsite to client offices to provide services supporting the project team. Days not spent travelling will be worked either onsite at the office or in the agreed upon remote location.
• Provide superior service to customers and clients.
• Work closely with the project team to complete the defined projectobjectivesoutlined in the project statement of work.
• Collect and analyze project data to create status reports against the established project milestones and recommend future actions.
• Review reports of production, malfunction, and maintenance todetermineor address issues.
• Assess the status of projects against the planned schedule,identifyactual or potential problems, andfacilitatesolutions to ensure projects are completed on time.
• Manage and prioritize personalutilizationin project work to ensure that hours are being directed towards productive, billable work.
• Other related duties as assigned, including dispatch work on client sites, and managing service tickets that are assigned to the projectteamqueue, and responding in an agreed upon timeframe.
• Analyzes and troubleshoots ticket logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Acts as a first level technical escalation point to assist associate engineers with troubleshooting technical challenges and providing solutions, escalating further to senior engineers when necessary.
• Interacts and works directly with multiple advanced engineer groups and vendors to elevate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time if needed.

• Strong oral and written communication skills
• Effective time management and multi-tasking skills
• Maintains the ability to stay organized and be detail-oriented
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
• Confident and comfortable with client facing activity. Demonstrates the ability to follow up on client feedback to drive outcomes
• Strong oral and written communication skills
• Communicate effectively with internal team members, customers, clients, and stakeholders.
• Expert level Microsoft Windows /Active Directory and related services
• Server hardware configuration, including RAID, NIC teaming
• Exchange 2010, 2013, 2016, 2019 – Management, troubleshooting, and migrations
• Microsoft 365 (Exchange Online, SharePoint, Azure AD & Intune)
• Hypervisor (VMwareESXi, Microsoft Hyper-V, CitrixXenServer)
• Network Design (Firewall, Router, Switch configurations)
• WAN configuration including BGP and MPLS
• Terminal Services, Remote Desktop Services, or Citrix XenApp/Desktop
• Microsoft SQL 2012 and later
• Wireless Network technologies including cloud managed products
• Enterprise Security Products (CrowdStrike, Microsoft Defender, Cylance)

Experience

• 4+ years of experience as an Assistant Project Engineer or Project Engineer.
• 3 years’ work experience as a Network Administratorinstalling, configuring,maintaining, and troubleshooting network, datacenterand security technologies.
• Bachelor’s degree in a related discipline or equivalence of professional work
• Active Directory experience including DNS, DHCP, NTFS, File/Printer Share, Group Policy
• Experience in implementation and management of VoIP technology
• Authentication technology experience, SSO/SAML, MFA, Zero Trust preferred

Certificates, Licenses, Registrations:

• Prefer administrator or expert level certifications in networking and cloud technologies, including Microsoft 365 and Azure