Professional Services Engineer (4th Line)
Job Title: Professional Services Engineer
Department: Technical Services / Professional Services
Location: Sheffield (with travel to customer sites as required)
Role Purpose
The Professional Services Engineer is a senior technical specialist responsible for designing, scoping, implementing, and supporting complex IT solutions for both clients and internal business systems. The role combines technical consultancy, infrastructure design, project delivery and major incident management.
Acting as a trusted advisor to clients and colleagues, the Professional Services Engineer will work closely with stakeholders to understand business requirements, design appropriate technical solutions, and deliver projects to a high standard. The role will also act as a senior escalation point for complex technical issues and provide mentoring and knowledge sharing to engineers across the business.
This position requires a proactive, customer-focused individual with strong technical expertise across Microsoft technologies, networking, cloud platforms, cybersecurity, and infrastructure solutions.
Key Responsibilities
Technical Consultancy & Solution Design
• Engage directly with clients to understand business objectives, technical requirements, challenges, and risks.
• Conduct discovery workshops, site assessments, and technical reviews.
• Produce high-quality technical designs, proposals, statements of work, and implementation plans.
• Recommend technology solutions that align with client requirements and best practices.
• Support pre-sales engagements by providing technical guidance and solution architecture expertise.
• Identify opportunities for service improvement, infrastructure optimisation, security enhancement, and cloud adoption.
Project Delivery & Implementation
Lead the delivery of complex infrastructure and transformation projects.
Deploy, configure, and migrate:
• Microsoft 365 environments
• Microsoft Azure services
• Hybrid cloud solutions
• Network infrastructure
• Security technologies
• Server and storage platforms
• Conduct infrastructure upgrades, system replacements, and cloud migrations.
• Ensure projects are delivered on time, within scope, and to the highest technical standards.
• Produce detailed implementation documentation and handover materials.
Major Incident Management
• Act as the technical lead for Priority 1 and business-critical incidents.
• Take ownership of complex escalations from Service Desk and Engineering teams.
• Coordinate technical response activities during major incidents.
• Perform root cause analysis and implement preventative measures.
• Provide clear communication and updates to internal stakeholders, management, and clients.
• Drive service restoration whilst maintaining excellent customer experience.
Infrastructure & Internal Systems Support
• Support the design, maintenance, and continual improvement of the company's internal IT infrastructure.
• Assist with internal technology strategy, security initiatives, and systems optimisation.
• Promote adoption of best practices, automation, and standardisation across the business.
• Contribute to business continuity and disaster recovery planning.
Technical Leadership & Knowledge Sharing
• Act as a role model for engineers across the organisation.
• Provide mentoring, coaching, and technical guidance to junior and mid-level engineers.
• Support the development of technical standards, procedures, and best practices.
• Assist with onboarding and capability development of engineering staff.
• Encourage a culture of continuous improvement and professional development.
Documentation & Governance
• Produce clear, professional, and accurate technical documentation.
• Maintain project records, diagrams, implementation notes, and knowledge base articles.
• Ensure all activities align with company policies, industry standards, and customer requirements.
• Support compliance with ISO 9001, Cyber Essentials, information security controls, and operational processes.
Experience Required
Essential
• Significant experience delivering infrastructure and cloud projects.
• Proven experience working within a Managed Service Provider (MSP) or Professional Services environment.
• Strong Microsoft 365 and Azure implementation experience.
• Experience leading technical projects and managing major incidents.
• Excellent troubleshooting and problem-solving skills.
• Strong client-facing communication and consultancy skills.
• Experience producing technical designs and project documentation.
• Full UK driving licence.
Desirable
• Microsoft certifications.
• Azure certifications.
• Cybersecurity qualifications.
• Project delivery or project management experience.
REF-230 763