Service Delivery Engineer (L1)

Job Description

Job Description

About Us

Boston Managed IT is a fast-growing, security-obsessed MSP redefining how small to mid-sized businesses experience technology. We’re not just a helpdesk—we’re a proactive technology partner focused on performance, protection, and people. Our clients rely on us to keep their systems tight, their teams productive, and their growth secure.

We’re building a team of elite engineers who get energized by solving real problems fast and making a meaningful impact. If you want to grow in a no-fluff, high-performance environment—we’re your people.

Role Overview

As a Service Delivery Engineer , you’ll be the trusted face of BMIT on the ground—delivering technical solutions, handling escalations, and owning the client experience across onboarding, projects, and day-to-day IT operations. You’ll partner closely with our Service Delivery Manager and Technical Account Managers to keep clients secure, satisfied, and future-ready.

This role blends technical execution with communication and leadership. We’re looking for someone who can be hands-on and think two steps ahead.

What You’ll Own

Support & Escalations

• Solve complex Level 1/2 tickets (Windows, networking, O365, endpoint protection, etc.)
  

• Escalate with vendors and coordinate with internal teams when needed
  

• Own root cause analysis and post-issue documentation
  

Project & Onboarding Delivery

• Implement new client environments: cloud migrations, firewalls, workstations, etc.
  

• Deploy and configure tools from our stack
  

• Lead on-site visits and remote onboarding calls
  

Documentation & Process

• Maintain technical documentation in Hudu
  

• Follow and improve SOPs to ensure repeatable success
  

• Identify automation opportunities to reduce ticket volume
  

Client Success Partnership

• Collaborate with Client Success Managers during QBRs and escalations
  

• Educate clients on best practices and preventive security
  

• Be a calm, confident presence in high-pressure moments
  

RequirementsIdeal Candidate

• 1+ years in an MSP or similar IT environment
  

• Fluent in: Microsoft 365, Azure AD, Windows Server, networking (DNS, DHCP, VPN), RMM/PSA tools
  

• Comfortable with scripting (PowerShell preferred)
  

• Experience with firewall and Wi-Fi deployments
  

• You work fast, document everything, and communicate clearly
  

• You think like a consultant, not a tech support agent
  

• Bonus: M365, CompTIA, or security certifications
  

Benefits

Why Boston Managed IT?

• Startup Energy, Serious Intent – We move fast and care deeply
  
• Security-First Culture – Every employee is trained to think like a security analyst
  
• Real Career Path – We promote from within and invest in your development
  
• Transparency & Autonomy – You’ll always know the “why” behind the “what”
  
• Cool Tools & Smart Clients – We work with the right stack and value-aligned companies
  

Perks & Benefits

• Competitive base salary + performance bonus
  

• health/dental/vision insurance
  

• 401(k)
  

• Training budget for certs & conferences
  

• Hybrid flexibility
  

• Unlimited PTO (with minimums, not just maximums)
  

• A company culture that doesn’t suck