Service Delivery Engineer III

ITPartners+; Minneapolis (MN); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare coverage

Family health premiums

Dental & Vision insurance

Life Insurance & AD&D

Parental leave

Unlimited PTO

Personal growth

Fun work environment

Job summary

ITPartners+ in Minnesota is seeking a Service Delivery Engineer III to support partners with front-line IT issues and serve as an escalation point for Level I/II engineers. This hybrid role follows a four-days onsite, one-day remote schedule with some onsite responsibilities including partner support and hardware deployments.

The ideal candidate has 5+ years in IT, strong Microsoft 365 skills, experience with ticketing software and remote monitoring tools, and excellent communication skills.

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.
• Experience with ticketing software and remote monitoring tools.
• Familiar with troubleshooting business software, networks, servers, backup and hardware issues.
• A+, Network+, Security+ certifications and at least one M365 cert (preferred).

Responsibilities

• Provide backup basic and advanced level IT support to partners via calls and tickets.
• Escalate to Level I/II engineers as needed.
• 'Own' key areas like backup & disaster recovery, security, or other areas.
• Monitor ticket progress and Service Delivery metrics.
• Document issues thoroughly and communicate with the team.
• Setup hardware for installations.
• Share best practices in your areas of expertise.
• Collaborate with vendors to resolve partner issues.
• Continuously improve processes and customer support.

Skills

5+ years experience

Microsoft 365

Ticketing software

Remote monitoring software

Troubleshooting

A+/Network+/Security+ certs

M365 certification

communication skills

driver's license

Education

Associate's or Bachelor's in CS or related field (preferred)

Tools

Microsoft 365

Ticketing software

Remote monitoring software

Job description

Do you have a passion for helping people and troubleshooting IT problems? Are you looking for a place where you can develop your skills and work with a group smart, talented and fun colleagues? ITPartners+ is looking for a Service Delivery Engineer III to work with our existing and potential partners on front-line IT issues.

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 to our 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

Our mission at ITPartners+ is to positively impact people. We accomplish it is through building and nurturing the best team possible, the best partners, and giving back to our community. To learn more about us, check out our website at www.itpartners.com or connect with us on LinkedIn at www.linkedin.com/company/itpar.

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.