Professional Services Engineer

Job Title:

Professional Services Engineer

Job Status:

Full Time

Department:

Professional Services

Employee Type:

Hourly

Reports To:

Professional Services Manager

Travel Required:

50% Local Travel, Some Travel Outside Area

Work Schedule:

8am-5pm Monday-Friday

Off business hours required.

Positions Supervised:

None

Position Summary

As a key member of the Professional Services team, the Professional Services Engineer is responsible for delivering and implementing IT solutions for First Call customers. This role focuses on execution—taking approved designs and scopes and turning them into stable, secure, and well-documented production environments.

When done well, Professional Services Engineers:

• Deliver projects on time, within scope, and with minimal rework.
• Implement standardized, supportable solutions aligned with First Call best practices and SOPs.
• Communicate clearly with clients and internal teams throughout project execution.
• Reduce operational risk through proper planning, change management, and documentation.
• Create positive client experiences that drive long-term relationships and future opportunities.
• Leverage automation, AI tools, and implementation checklists to improve consistency and efficiency.

Position Tiers

Tier 1 – Standardized / End-User Implementations ($23/hr - $26/hr)

• Focus: Efficient execution of repeatable, low-complexity implementations.
• Examples: PCs, laptops, printers, peripherals, basic software installations, standalone devices, simple moves/adds/changes

Tier 2 – Core Infrastructure Implementations ($29/hr - $32/hr)

• Focus: Coordinated delivery of infrastructure projects with moderate complexity.
• Examples: Switching, wireless, and firewall deployments, Basic server configuration and migration, phone system implementations (SMB), Microsoft 365 migrations, core cloud services configuration

Tier 3 – Complex / Strategic Implementations ($34/hr - $39/hr)

• Focus: Advanced engineering, complex integrations, and high-risk projects.
• Examples: Multi-site network deployments, advanced server migrations and virtualization, hybrid/cloud integrations, advanced security solutions, large or multi-vendor projects with significant change management requirements

Position Roles, Responsibilities and Expectations

Energizing

Excellent

Competent

Energized by hands-on technical delivery—implementing solutions, solving problems, and seeing projects succeed in production environments.

Executing project plans and technical designs according to scope, standards, and client expectations.

Delivering projects with minimal rework and smooth support handoff.

Anticipating and managing technical risk to ensure stable, supportable outcomes.

Implementing solutions that align with First Call’s standards and long-term support model.

Planning, organizing, and scheduling project work.

Communicating effectively with clients and internal stakeholders.

Following approved designs, scopes, and implementation checklists.

Managing change and escalating risks or scope concerns as needed.

Coordinating with vendors and third parties during delivery.

Documenting configurations and changes for support handoff and future reference.

Acceptable Performance

Scorecard

• Project on Budget Avg: 20≥%
• Project Billable Utilization: ≥70%
• Project Hours Planned: 60 hours

Tools

• ConnectWise (PSA)
• Microsoft 365 Suite – Full Spectrum knowledge of platform and administrative tools
• SonicWall Management Tools
• Lucidchart and/or Visio
• Kaseya (RMM)
• Remote Desktop Server
• Microsoft Teams and Teams Phones
• Allworx Phone Systems
• Microsoft Office Suite

Skills & Abilities

Category

Requirements

Education

Computer, networking, or related technical degree preferred. Equivalent professional experience accepted. Relevant technical certifications (Microsoft, Cisco, security, virtualization, cloud) a plus.

Experience

Tier 1 – Entry-level to intermediate implementation experience; foundational technical knowledge required.

Tier 2 – 3–5 years of infrastructure implementation and project delivery experience.

Tier 3 – 5 years of advanced engineering, complex implementations, and project leadership experience.

MSP experience strongly preferred.

Technology Skills

Skills vary by tier and may include LAN/WAN, switching, wireless, firewalls, servers, virtualization, cloud services, Microsoft 365, backup and recovery, security solutions, and endpoint platforms. Ability to implement, test, and validate solutions according to standards is required.

Project & Delivery Skills

Planning and executing project tasks, managing dependencies, adhering to scope, performing change management, coordinating vendors, and completing accurate documentation and handoff.

Soft Skills

Clear client communication, collaboration across teams, time management, organization, accountability, and the ability to explain technical concepts to non-technical audiences.

Certifications and Licenses

No required certifications. Relevant technical certifications preferred and may be required for advancement to higher tiers.