Our client is seeking a dedicated Professional Services Engineer to support and implement solutions centred around communication and collaboration systems, predominantly involving various technologies relevant to unified communications. This full-time role is based on the Isle of Man, where the successful candidate will report to the Application Support Manager. The engineer will work collaboratively with a team of customer-focused professionals, ensuring high-quality solutions and an exceptional in-life customer experience. With strong technical expertise, you will engage in technology decision-making discussions and provide strategic guidance to clients to ensure stability and adaptability to changing business needs. The role involves implementing and supporting enterprise client projects, acting as a technical point of contact, and driving new revenue opportunities within the enterprise market.
Job Duties:
- Communicate clearly to customers regarding service deliverables, delivery plans, and ongoing progress.
- Deliver customer satisfaction by exceeding expectations.
- Maintain a professional appearance and engage with customers courteously.
- Support Unified Communication Services as part of an on-call rota, outside of standard hours.
- Ensure services are delivered within agreed budgets and adhere to internal governance processes.
- Document projects effectively and store customer meeting notes in the relevant systems.
- Identify and communicate any risk areas to the team as necessary.
- Handover all necessary documentation to the end customer.
- Update customer tickets within the ticketing system regularly and ensure clients are informed of progress.
- Collaborate with the Security Architect to review assets and ensure security protocols are maintained.
- Investigate security alerts and provide incident response as required.
- Comply with relevant licence and regulatory rules, Data Protection Law, and Health and Safety responsibilities.
- Undergo appropriate security awareness training, including the incident reporting process.
Job Requirements:
- A solid understanding of telecommunications and application delivery methodologies.
- Experience working with SIP and VoIP systems.
- Relevant qualifications, such as SIP School Certified Associate (SSCA) or Mitel Certified Associate.
- Demonstrated ability to engage and inspire others through clear communication.
- Openness to learning, adapting, and assuming new responsibilities.
- Professionalism under pressure and in complex situations.
- Integrity and reliability in fostering relationships with colleagues and clients.
- 3-7 years of experience in a similar role, with extensive knowledge of Mitel and other industry-standard solutions.
- Proven communication skills, both verbally and in writing.
- Experience with Microsoft voice products and SIP messaging protocols.
- Capability to take initiative and act independently to resolve issues.
- Strong organisational skills with a track record of accuracy in work.
- Excellent customer relationship management experience, confidently advising clients.
- Proven ability to navigate and resolve challenging situations while maintaining professionalism.
What You’ll Love:
Our client values collaboration, customer satisfaction, and technology innovation. You will join an energised team with a shared passion for achieving impactful results. The role offers opportunities for professional development through access to training programs and certifications. You will play a vital part in helping clients drive digital transformation within their organisations, making this a rewarding and dynamic position in the technology landscape.
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