Senior Project Engineer

Knowing Technologies•SF Bay Area or Greater Los Angeles Area, CA

8d•Hybrid

About The Position

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.

Requirements

8+ years' progressive experience in server, storage, and networking systems design, installation, maintenance, troubleshooting, configuring, updating, and operation
8+ years' experience operating and diagnosing enterprise wireless management systems (Meraki, Cisco, HP, Ruckus)
8+ years' experience with configuration and operation of Mobile Device Management systems (JAMF School/Pro, Meraki Systems Manager, Mosyle)
8+ years' experience designing and implementing networks (LAN / WAN / WiFi / SD-LAN / VPN)
8+ years' experience maintaining and troubleshooting Windows Servers in a clustered environment (VMware and Hyper-V)
5+ years' experience leading and independently executing complex technical projects
5+ years' experience configuring, supporting, and maintaining cloud-based phone systems and VoIP devices (Zoom, GoToConnect)
3+ years' experience designing and deploying MDM systems, standards, and processes
Working knowledge of cybersecurity trends and best practices
Must reside in the greater Los Angeles or San Francisco Bay Area
Able to lift equipment weighing up to 50 pounds
Existing authorization to work in the USA

Nice To Haves

Experience managing and working with third-party vendors and contractors
Experience overseeing the installation of security camera solutions such as Verkada
Advanced certification (CCNP/CCIE)
Cisco Certified Information Systems Security Professional (CISSP)
Engineering Cisco Meraki Solutions

Responsibilities

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 ConnectWise
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 knowledge base and share new and unique learning cases with colleagues
Keep clients informed through tickets and project documentation at every step: what has been done, what are the results, what are the next steps
Verify that solutions are still working and no further intervention is needed, if warranted
Ensure tickets and projects are documented completely to facilitate clarity for problem discovery
Respond to all communications from the Service Desk Manager, Director of Engineering, and Director of Project Management