Project Engineer

Department: Managed Services

Employment Type: Full Time

Location: ClearFuze Networks - Santa Monica

Compensation: $34.00 - $44.00 / hour

Description

ClearFuze is seeking a driven and detail-oriented Projects Engineer to join our dynamic Projects Team. This hybrid role supports new client implementations, current client initiatives, and assists with Help Desk and Escalations as needed. The ideal candidate is a strong communicator and self-starter with a passion for emerging technologies and delivering exceptional client experiences.


As a Projects Engineer, you’ll be responsible for executing technical projects and implementations aligned with ClearFuze standards, while ensuring accurate documentation, clear communication, and timely delivery. You will collaborate with internal teams and clients to scope, plan, and execute project deliverables, ensuring all milestones are met with excellence.


This position requires a balance of customer service acumen, technical expertise, process adherence, and the ability to work independently. The successful candidate will embody ClearFuze’s commitment to being a proactive and trusted technology partner.

Key Responsibilities

Project Execution & Implementation

• Lead and execute technical projects and client implementations from start to finish.
• Track and manage project milestones, time budgets, and technical deliverables.
• Collaborate with internal teams, vendors, and clients to ensure successful execution.
• Ensure all documentation is complete, consistent, and available in IT Glue and Autotask.

Client Interaction & Communication

• Deliver stellar customer service with proactive and professional communication.
• Present project updates and handoffs clearly to both technical and non-technical stakeholders as well as internal teams.
• Provide client training on new systems and processes.

Project Scoping & Design

• Evaluate existing environments and recommend modernized solutions.
• Create technical scopes of work, estimates, and identify project risks.
• Propose hardware/software solutions aligned with ClearFuze standards.

Documentation & Standards

• Maintain meticulous documentation in Autotask and IT Glue.
• Keep up to date with modern technologies and maintain relevant certifications.
• Develop internal standards for new technologies and contribute to knowledge bases.
• Participate in post-project reviews to identify improvements.

Support & Escalation

• Provide tiered support during implementations and as needed during peak ticket volume or escalations.
• Follow escalation processes, maintain SLA compliance, and resolve technical issues effectively.

Key Performance Indicators

1. Utilization Rate:
   Maintain a minimum of 85% billable/utilized time tracked accurately in Autotask.
2. Project Delivery Timeliness:
   90%+ of projects completed on or before deadline with scope adherence.
3. Documentation Accuracy & Completion:
   100% of projects must have complete documentation in IT Glue and Autotask, including client-facing and internal handoff notes.
4. Customer Satisfaction (CSAT):
   Maintain an average CSAT score of 85% or higher for project-related engagements.
5. SLA Adherence for Support Tickets:
   95% of escalated or assigned support tickets addressed within SLA response and resolution times.
6. Project Profitability:
   Ensure at least 90% of projects are completed within estimated time budgets to preserve margin and efficiency.