Service Delivery Engineer III

IT Partners; Mendota Heights (MN); On-site; 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

Who We Are

ITPartners+ is an IT Managed Services Provider experiencing rapid growth. A multiple winner of the Best and Brightest Companies to Work For, ITPartners+ has rapidly grown thanks toour core values of Do Great Work, Make It Fun, and Think Big. These values have helped us foster a work environment that is supportive, goal-oriented, and just plain fun.

Who You Are

The Service Delivery Engineer III is an experienced help desk technician with strong troubleshooting abilities and an excellent ability to build rapport with partners and colleagues alike. This position serves as a point of escalation and a catalyst for internal improvement projects.

Based in the Minnesota area, this role follows a hybrid schedule of four days onsite and one day remote each week, with some onsite responsibilities including Partner support, hardware installations, deployments, and other technical needs as required.

What You Will Do

• 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

Your Skills and Background:

• 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

Benefits of Working at ITPartners+

• 99% fully paid for healthcare coverage for the employee
• Health premiums subsidized for family
• Optional Subsidized Dental & Vision Insurance
• Life Insurance & AD&D
• Maternity & Paternity Leave (Including foster and adoption)
• Virtually unlimited paid time off
• A focus on personal growth
• A fun work environment with bonuses and company events

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Equal Opportunity Employer:

ITPartners+ is an Equal Opportunity Employer who will not discriminate against any employee or job applicant because of race, color, religion, national origin, sex, disability, or age.