Service Delivery Engineer

Job Description

Job DescriptionAbout Boston Managed IT

Boston Managed IT (BMIT) is a fast-growing Managed Security Services Provider (MSSP) dedicated to anchoring businesses in innovation and security. We support small to mid-sized organizations with secure, reliable IT operations while building long-term partnerships based on trust.

At BMIT, we’re not just filling jobs — we’re building careers. This role is designed for someone who will start at the Level 1 (L1) support tier, grow into a Level 3 engineer, and ultimately develop into a Regional Manager, helping to shape both our clients’ success and our own.

The Role

As a Service Delivery Engineer, you’ll be the first line of defense for client IT issues, working across desktops, networks, cloud platforms, and security tools. You’ll learn client environments, support our growing team, and gain hands-on exposure to the full MSSP stack.

This role is ideal for someone who is passionate about technology and business, thrives in a fast-paced, security-driven environment, and wants to grow into a leadership position over time.

Responsibilities

Initial (L1) Responsibilities:

• Respond to and resolve helpdesk tickets for desktops, networks, and cloud applications
  

• Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) environments
  

• Troubleshoot Windows/macOS issues and perform routine maintenance
  

• Document solutions, processes, and client-specific setups in knowledge systems
  

• Follow SOC2/ISO-aligned security standards for all client interactions
  

Growth Path to L3/Regional Manager:

• Handle advanced troubleshooting, escalations, and project work
  

• Lead client technology initiatives (firewalls, cloud migrations, security tools)
  

• Mentor junior engineers and contribute to training resources
  

• Manage regional client relationships and ensure service excellence
  

• Partner with leadership on strategy, process development, and team scaling
  

Required Skills & Qualifications

Core Technical Skills (Day One):

• Windows 11 and macOS support
  

• Microsoft 365 administration (Outlook, Teams, SharePoint, OneDrive)
  

• Basic networking (IP, DNS, DHCP, VPNs, Wi-Fi, firewalls)
  

• Endpoint protection and MFA best practices
  

• Strong documentation and ticket management skills
  

Professional Skills:

• Excellent communication — able to explain technical concepts clearly
  

• Strong organizational skills and ability to manage multiple priorities
  

• Team-first mindset with accountability and client service focus
  

• Curiosity and drive to learn new technologies and certifications
  

Preferred / Growth Goals:

• CompTIA A+, Network+, Security+
  

• MSP/MSSP or helpdesk experience
  

• Exposure to RMM/PSA tools
  

• Leadership or project management experience (for future Regional Manager role)
  

Requirements

Technical Skills:

• Proficiency with Windows 11 and macOS support
  

• Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
  

• Understanding of networking fundamentals (IP, DNS, DHCP, VPNs, Wi-Fi, firewalls)
  

• Familiarity with endpoint security, antivirus/EDR, and MFA best practices
  

• Ability to document troubleshooting steps and maintain accurate client records
  

Professional Skills:

• Strong verbal and written communication; able to explain technical concepts clearly
  

• High level of organization and ability to prioritize multiple tasks
  

• Customer-focused mindset with professionalism and patience
  

• Collaborative approach — values teamwork, accountability, and trust
  

• Curiosity and commitment to continuous learning and development
  

Preferred (Growth-Oriented) Skills:

• CompTIA A+, Network+, or Security+ certifications (or equivalent knowledge)
  

• Experience in a Managed Service Provider (MSP/MSSP) or helpdesk environment
  

• Familiarity with RMM/PSA platforms
  

• Exposure to cloud platforms (Microsoft Azure, AWS basics)
  

• Interest or prior experience in project leadership or mentoring
  

Work Environment & Travel Requirements:

• Must have a valid driver’s license and reliable personal vehicle
  

• Ability to commute to our Waltham, MA office as needed
  

• Willingness to travel to client offices across the Greater Boston area (mileage reimbursed at IRS rates)
  

• Ability to occasionally lift and transport IT equipment (up to 40 lbs)
  

Benefits

• Unlimited PTO – with a required minimum of 5 business days off per year to ensure true rest and recharge
  

• 10 Paid Holidays – for personal, cultural, or religious observances
  

• Profit Sharing Program – when the company succeeds, you directly share in the results
  

• Health & Wellness Support – comprehensive coverage options and resources to support your well-being
  

• Mileage Reimbursement – at the current IRS rate for all client-related travel
  

• Professional Development Sponsorship – paid industry certifications, cross-training opportunities, and conference attendance
  

• Hybrid Work Model – flexibility to work remotely while maintaining connection with our Boston/Waltham team and clients
  

• Growth Path – a clear career trajectory from L1 Engineer → L3 Engineer → Regional Manager
  

• Collaborative Culture – a team-first environment built on accountability, candid feedback, and continuous improvement