Senior Project Engineer - MSP

Location: Brooklyn/Remote Department: Project Team Reports to: Project Manager Job Summary My IT Crew’s clients will require work that falls outside the scope of their standard agreement, often varying in length and complexity. As Project Engineer, you will not only perform professional services based on established policies, procedures, and checklists, but you will also be responsible for designing project work to ensure solutions meet client needs and expectations. You are tasked with upholding best practices, maintaining project integrity, and adhering to budgets and timelines, all while exceeding client expectations. Additionally, you’ll be accountable for tracking project hours and timelines, identifying tasks that are out of scope and may require change order procedures. Success in this role means consistently delivering projects on time and within budget, and always aiming to surpass client satisfaction benchmarks. Job Responsibilities Client Onboarding Lead technical onboarding for new clients, including discovery, documentation, and environment assessments. Standardize and align client environments with MSP best practices (Active Directory, Azure AD, M365, security baselines, backups, monitoring, etc.). Ensure client systems are integrated into ticketing, RMM, and monitoring platforms. Document and validate environment details in our documentation portal. Collaborate with AM and Client Success teams to set short- and long-term technical priorities for the new client. Train client staff on relevant tools, workflows, and best practices. Serve as the technical point of contact throughout the onboarding project until the client is transitioned to steady-state service delivery. Network Engineering & Project Delivery Design and implement network projects, including upgrades and migrations. Demonstrate strong technical knowledge of routing, switching, firewalls, VPNs, wireless, and network segmentation. Assess current environments and identify opportunities for improvement. Develop detailed migration and upgrade plans aligned with industry best practices. Oversee all phases of network projects—from planning to deployment and post-implementation support. Ensure solutions are scalable, secure, and meet client requirements. Architectural Design & Review Service customers by identifying their needs and engineering solutions, alongside the AM. Provide scopes in a timely manner based on Client Success team priorities. Evaluate client requirements and design solutions leveraging best-in-class technology. Prepare detailed project scopes of work (SOW) and cost estimates. Participate in post-project reviews to improve future proposals. Maintain and grow standardized project templates and documentation for repeatable delivery. Work Plan Creation Develop comprehensive project work plans for all project types, including Phases: Define logical stages of the project; Tickets & Tasks: Break down deliverables into actionable service tickets and tasks; Resources: Identify all personnel requirements (on-site engineers, remote resources, vendor coordination); Dependencies: Map prerequisites and ensure proper sequencing of tasks; Checklists: Ensure every step is documented against company standards and client requirements. Update and optimize project work plan templates for efficiency and consistency across clients. Project Implementation Execute projects following approved work plans, checklists, and procedures. Ensure the delivered solution meets client’s business requirements. Track actual hours vs. budgeted hours and report variances. Identify and elevate out-of-scope requests requiring change orders. Document lessons learned and implement improvements in future projects. Documentation & Standards Maintain clear and accurate project documentation, including ticket notes, diagrams, overall documentation. Build and enforce standards for client environments based on completed projects. Ensure all project documentation is usable by service desk and support teams. Reporting & Metrics Track and report on individual and project KPIs, including utilization, error rates, budget adherence, and documentation quality. Participate in weekly team huddles prepared with status updates and metrics. Leadership & Collaboration Mentor and guide junior engineers during projects. Lead project teams, including assigning tasks and coordinating onsite resources. Collaborate with Account Managers, to ensure alignment with client goals. Provide feedback on recurring problems and process improvement opportunities. What does success look like Project Engineer KPIs Billable Utilization: >80% Project Error Rate: Budget Adherence: 90–110% of estimated project hours On-Time Delivery: 90–110% of project timelines Documentation Quality: IT Glue score >600 Client Satisfaction: Positive feedback during onboarding and post-project reviews Work Plan Quality Metrics Work Plan Completion Rate: 100% of projects have a documented work plan (phases, tickets, tasks, resources) prior to kickoff. Task Assignment Accuracy: 95% of tasks are assigned to the correct resource (onsite vs remote, junior vs senior). Dependency Alignment: 95% of work plans correctly capture and sequence dependencies to avoid delays. Template Utilization: Work plan templates are used and customized for at least 90% of projects, ensuring consistency. Change Order Capture: Out-of-scope work is identified and documented in the work plan >90% of the time before implementation begins. #J-18808-Ljbffr