Service Delivery Engineer – Tier 3

Role Overview

• Resolve escalated technical issues with precision and efficiency, minimizing downtime.
• Serve as a trusted advisor to assigned clients, driving IT strategy and innovation.
• Mentor and guide Tier 1 and Tier 2 technicians through advanced troubleshooting.
• Contribute to strategic projects such as system upgrades, cloud migrations, and infrastructure optimization.
• Proactively optimize client environments to reduce recurring incidents and streamline service delivery.
• Assist with support desk tickets when necessary, regardless of complexity, to maintain SLA compliance.

Requirements

• Extensive IT support experience is required; experience in an MSP environment is highly desirable.
• Advanced troubleshooting across multi-platform environments (e.g., Windows, Office 365, MacOS, and complex network configurations).
• Deep knowledge of server and network infrastructure is essential.
• Exceptional problem-solving, analytical, and communication skills; high emotional IQ and a strong sense of ownership.
• Proven ability to manage high-pressure situations and shifting priorities in an on-site environment.
• Relevant advanced IT certifications (e.g., CompTIA Server+, Microsoft certifications) are a plus; bonus certifications include AZ-104, AZ-700, AZ-140, and Security+.

Tech Stack

• Cloud
• MacOS

Benefits

• 401(k) with up to 3.5% match
• Generous PTO and paid holidays
• Paid training, certifications, and ongoing professional development
• A dog-friendly, supportive on-site workspace