L2 IT Support Project Engineer

The L2 IT Services Project Engineer is responsible for overseeing the implementation of IT projects for our clients, ensuring successful delivery from planning through execution. This role requires both technical expertise and project management skills to deliver solutions that meet client needs and expectations. The Project Engineer will act as a liaison between clients and internal teams, providing technical guidance, resolving escalated issues, and ensuring projects are completed on time and within budget.
Key Responsibilities:

1. Project Management:
   1. Plan, design, and implement IT infrastructure and services projects.
   2. Work with clients to define project scope, objectives, and deliverables.
   3. Develop project timelines, milestones, and deliverables.
   4. Ensure project documentation is completed, including technical designs, plans, and reports.
   5. Provide project updates to clients and internal stakeholders.
2. Technical Support and Engineering:
   1. Provide Level 2 technical support for escalated issues that cannot be resolved by L1 technicians.
   2. Implement and configure network, server, storage, and security solutions based on client needs.
   3. Assist in the design and delivery of IT infrastructure, including cloud solutions, virtualization, and hardware installations.
   4. Troubleshoot and resolve complex IT issues related to networks, servers, cloud platforms, and software.
   5. Perform systems upgrades, migrations, and maintenance tasks as needed.
3. Client Relations:
   1. Serve as the main technical point of contact during project delivery.
   2. Work closely with clients to understand their IT environment and recommend solutions.
   3. Conduct client site visits for project assessments, installations, or troubleshooting.
   4. Provide training and guidance to clients on new solutions and systems.
4. Collaboration & Communication:
   1. Collaborate with the internal helpdesk and other teams to escalate and resolve issues effectively.
   2. Communicate project progress and technical issues to non-technical stakeholders.
   3. Work closely with vendors and third-party providers to ensure that solutions are properly integrated.
5. Documentation & Reporting:
   1. Maintain accurate project documentation and ensure that it is up-to-date in internal systems.
   2. Create detailed reports on project performance, including milestones and deliverables achieved.
   3. Ensure all technical and project documentation is transferred to the client post-implementation.

Required Skills and Experience:

• Proven experience in IT infrastructure project management or as a project engineer.
• Strong working knowledge of IT environments, including servers, networks, cloud solutions (Azure, AWS, etc.), and virtualization (VMware, Hyper-V), mail migrations, identity, sso, etc.
• Familiarity with a variety of IT tools and platforms, such as PSAs, RMMs, etc.
• Excellent problem-solving skills with the ability to troubleshoot complex issues.
• Experience managing client relationships and delivering outstanding customer service.
• Knowledge of security principles and compliance standards such as CMMC, HIPAA, and ISO 27001.
• Strong communication skills and the ability to explain technical concepts to non-technical clients.

Preferred Qualifications:

• Certifications such as CompTIA Network , CompTIA Security , Microsoft Certified: Azure Administrator, or similar.
• Experience working with MSPs or in a managed services environment.
• Previous experience leading IT projects from planning through execution.

Additional Information:

• This position may require travel to client sites.
• Flexibility in working hours may be needed based on project requirements.
• Must be able to handle high-pressure situations and tight deadlines.

 

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