Senior Project Engineer

Senior Project Engineer

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.

The Senior Project Engineer is responsible for:

• Leading and executing complex customer project work as directed by the Service Desk Manager and the Director of Project Management
• Architecting detailed product solutions and leading the installation of designed solutions; independently handling solution design for standard infrastructure patterns
• Assisting in scoping projects, including detailed product selection tied directly to the customer's goals, constraints, and expectations for success
• Developing project estimates for labor, materials, and timelines; contributing to quote development and scope documentation
• Managing and working closely with third-party vendors and contractors, serving as their primary point of contact during project execution
• Managing and completing project documents as specified by the Director of Project Management
• Participating in pre-project meetings and post-project analyses and reviews; identifying lessons learned and feeding improvements back into project processes
• Interacting with customers on-site and remotely, planning and coordinating closely for successful project delivery
• Meeting or beating planned time as determined in each project's quote and scope
• Keeping active and contemporaneous records of time spent on each task, from preparation through completion
• Working some evenings, weekends, and holidays as needed for minimal customer disruption

• Keeping active logs of issues in each project's plan in Connect Wise
• Maintaining a customer-centered orientation in devising solutions that meet project outcomes and customer expectations
• Understanding and articulating the current and historical technology profile at schools served; proactively anticipating and documenting project risks and risk-mitigating action plans
• Coordinating 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
• Contributing significantly to continual development and refinement of technical processes and project standards
• Serving as a technical resource for reactive troubleshooting of a broad range of IT solutions, including cloud systems/services, network infrastructure, and VoIP systems

• Serving 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
• Owning and resolving assigned escalation tickets to company standards
• Monitoring 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
• Owning everything that happens to a ticket once escalated by the Service Desk Manager or a lower-level engineer, until issue is resolved or transferred
• Stepping up as a resource to configure, troubleshoot, and repair network systems, servers, VoIP, cloud systems, and end-user devices as needed

• Transforming technical specifications into visually intuitive representations, facilitating effective communication and ensuring accurate implementation of designed solutions
• Updating system documentation; committing solutions to KT's knowledge base and sharing new and unique learning cases with colleagues
• Keeping clients informed through tickets and project documentation at every step: what has been done, what are the results, what are the next steps
• Verifying that solutions are still working and no further intervention is needed, if warranted
• Ensuring tickets and projects are documented completely to facilitate clarity for problem discovery
• Responding to all communications from the Service Desk Manager, Director of Engineering, and Director of Project Management

The ideal candidate will have:

• 8+ years' progressive experience in server, storage, and networking systems design, installation, maintenance, troubleshooting,…