Senior Service Delivery Engineer - Hybrid IT & Escalation Lead

IT Partners; Mendota Heights (MN); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

99% fully paid healthcare for employee

Health premiums subsidized for family

Optional subsidized Dental & Vision

Life Insurance & AD&D

Maternity & Paternity Leave

Paid time off (unlimited)

Personal growth focus

Fun work environment with bonuses &amp

Company events

Job summary

ITPartners+ in Minnesota is seeking a Service Delivery Engineer III to provide expert help desk support and escalation. The role blends hands-on IT support with process improvement and partner-facing duties in a hybrid schedule.

You will own key areas like backup, security, and disaster recovery, mentor Level I/II engineers, document issues, and coordinate with vendors. A 5+ year track record and MS 365 expertise are preferred.

Qualifications

• Associate’s or bachelor’s degree in computer science or related field (preferred).
• 5+ years in a help desk, IT engineer, or similar role.
• Advanced experience with Microsoft 365.
• Experienced with ticketing software.
• Familiar with remote monitoring software.
• Familiar with troubleshooting common business software, networking, servers, backup and hardware issues.
• A+, Network+, Security+ Certifications, and at least one M365 certification (preferred).
• Excellent written and spoken communication skills.
• Patience to deal with difficult people and situations.
• Motivated to learn and adapt to areas you may be unfamiliar with.
• Current driver’s license and access to a vehicle to be used for scheduled and emergency onsite appointments.

Responsibilities

• Provide backup basic and advanced level IT tech support to our partners through overflow phone calls and tickets.
• Serve as a point of escalation for level I and level II engineers.
• Own key areas within ITPartners+ and be responsible for their success such as backup & disaster recovery, security, or other key areas where your skillset shines.
• Monitor the progress of tickets and key Service Delivery metrics.
• Thoroughly document issues and communicate with the team.
• Setup hardware for installation.
• Provide best practices in your areas of expertise.
• Work with vendors to resolve partner issues.
• Use your knowledge and expertise to continually improve processes and customer support.

Skills

Excellent written and spoken comms

Patience with people

Willingness to learn and adapt

Driver's license & vehicle access

Education

Associate’s or bachelor’s degree in computer science or related field (preferred)

Certifications: A+, Network+, Security+, and at least one M365 (preferred)

Tools

Microsoft 365

Ticketing software

Remote monitoring software

Job description

ITPartners+ in Minnesota is seeking a Service Delivery Engineer III to provide expert help desk support and escalation. The role blends hands-on IT support with process improvement and partner-facing duties in a hybrid schedule.

You will own key areas like backup, security, and disaster recovery, mentor Level I/II engineers, document issues, and coordinate with vendors. A 5+ year track record and MS 365 expertise are preferred.