Senior Project Engineer

General Description

Reporting to the Director of Engineering and working closely with the Service Desk Manager and Director of Project Management, the Senior Project Engineer is a level 3 technical role that serves as the primary driver of complex technology projects for our customers. This role combines deep project execution expertise with advanced troubleshooting capabilities, functioning as a technical escalation point for project-related and reactive service issues that exceed the scope of lower-level engineers.

The Senior Project Engineer collaborates closely with account managers and the Director of Project Management to scope, plan, and deliver infrastructure solutions, while seamlessly supporting reactive services when critical escalations arise. The ideal candidate combines technical expertise with excellent interpersonal skills, is proficient at managing client relationships with a history of positive client interactions, and understands the challenges and opportunities of school environments.

• Lead and execute complex customer project work as directed by the Service Desk Manager and the Director of Project Management
• Architect detailed product solutions and lead the installation of designed solutions; independently handle solution design for standard infrastructure patterns
• Assist in scoping projects, including detailed product selection tied directly to the customer’s goals, constraints, and expectations for success
• Develop project estimates for labor, materials, and timelines; contribute to quote development and scope documentation
• Manage and work closely with third-party vendors and contractors, serving as their primary point of contact during project execution
• Manage and complete project documents as specified by the Director of Project Management
• Participate in pre-project meetings and post-project analyses and reviews; identify lessons learned and feed improvements back into project processes
• Interact with customers on-site and remotely, planning and coordinating closely for successful project delivery
• Meet or beat planned time as determined in each project’s quote and scope
• Keep active and contemporaneous records of time spent on each task, from preparation through completion
• Work some evenings, weekends, and holidays as needed for minimal customer disruption

• Keep active logs of issues in each project’s plan in Connect Wise
• Maintain a customer-centered orientation in devising solutions that meet project outcomes and customer expectations
• Understand and articulate the current and historical technology profile at schools served; proactively anticipate and document project risks and risk-mitigating action plans
• Coordinate with account managers, as appropriate, to share customer concerns and trends that need relationship support to complement technical support and reinforce our credibility as a trusted advisor
• Contribute significantly to continual development and refinement of technical processes and project standards
• Serve as a technical resource for reactive troubleshooting of a broad range of IT solutions, including cloud systems/services, network infrastructure, and VoIP systems

• Serve as an escalation point for reactive tickets that cannot be resolved by Engineer I or II, applying level III expertise to diagnose and resolve complex issues
• Own and resolve assigned escalation tickets to company standards
• Monitor customer satisfaction on escalated tickets, involving the account manager when the resolution did not create a superior customer experience or signals a severe or non-technical problem
• Own everything that happens to a ticket once escalated by the Service Desk Manager or a lower-level engineer, until issue is resolved or transferred
• Step up as a resource to configure, troubleshoot, and repair network systems, servers, VoIP, cloud systems, and end-user devices as needed

• Transform technical specifications into visually intuitive representations, facilitating effective communication and ensuring accurate implementation of designed solutions
• Update system documentation; commit solutions to KT’s…