Project Engineer

Professional Services Engineering   |   New York

POSTED: 02/01/2020

Purpose of Role

Attendance at customer sites for new installations, upgrades or resolution of faults, swap out of hardware or customer health checks, and driving customer satisfaction. Location will be primarily based within New York City.

Reporting Line

Professional Services Manager  

Primary Responsibilities

  • Providing support to the project office in peer reviewing key project documentation such as pre-requisites and statements of works to enable successful delivery
  • Deploying customer solutions within the set timescales agreed
  • Logging and supporting triage of technical issues when they occur and seeing them through to resolution
  • Applying quality management principals to ensure configuration and integration is delivered to meet customer requirements
  • Provide training to the customer representative about the product usage and maintenance
  • Where a case is raised for a current installation the engineer will ensure all SLAs are met during the case life cycle through timely resolution and effective communication and, if required, escalating more challenging cases to the appropriate stakeholders
  • Assess product / equipment performance based on field support data; recommending modifications or improvements to the appropriate stakeholders
  • Provide regular updates to customers to ensure they can effectively communicate with the customer
  • Working with the team to ensure that the installation will meet customer expectation and deadlines.
  • Assigned project work should be progressed and executed through to completion, providing regular updates to the project office, with mandatory installation acceptance documentation being submitted
  • Working with the team to ensure daily case load is well managed


  • Demonstrable understanding of Networks and Active Directory, strong understanding of networking technologies (including TCP/IP, DHCP, SIP, RTP, G.711, G.729, H.323, VLAN, QOS, and various WAN technologies),
  • VMware MS Hyper-V technologies and technical certifications - (MCSE, MCITP, CCNA, AVAYA, Mitel or similar telephony certification) would be an advantage
  • Wireshark, Diags, SIP, VoIP, TDM and other standard telephony tools and protocols
  • CCNA Collaboration, Avaya, Mitel or similar telephony certification would be beneficial
  • Educated to degree level in a relevant technical subject or qualified through equivalent experience
  • Understanding of networking protocols, VMware and Cisco switching environments

Skills & Experience

  • A good understanding of the telecommunications industry or similar would be an advantage
  • Knowledge of server and PC hardware
  • Oral and written communication skills including the ability to communicate effectively with both technical and non-technical stakeholders
  • Experience of customer facing roles and able to meet the high standards both Red box and our clients expect
  • To have worked within an organisation that develops and support software to global customers
  • Engineering/technical background working with telephony and or turret systems in the financial services, call recording and other telephone applications such as CDR, call centre or voice mail would be an advantage
  • Prior experience in banking and/or trading environments on telephony or IT applications would be a benefit but not essential
  • MS Operating systems (Server 2008, Server 2012, Server 2016 Windows 7, Windows 8, Windows 10), Internet Explorer, PC Software applications install and modification.Linux is an advantage, but not essential.