IT Support Engineer II – Managed Services
About The Position
ITPartners+ is hiring an IT Support Engineer II, internally titled Service Delivery Engineer II, to provide front-line technical support to existing and potential partners. Working directly with a team of engineers, the role troubleshoots technical issues and helps deliver prompt, professional, and positive partner support. The position is based in the Greater Buffalo area and follows a hybrid schedule of four days onsite and one day remote each week. Onsite responsibilities include partner support, hardware setup and installations, deployments, and other technical needs as required.
Requirements
- At least 3 years of experience in a Managed Services Provider (MSP) environment.
- One or more current Microsoft certifications, such as AZ-104, MD-102, MS-102, or equivalent.
- CompTIA Security+, Network+, CCNA, or other relevant infrastructure certifications.
- Experience supporting Microsoft 365, Azure, endpoint management, cybersecurity solutions, and SMB technology environments.
- Experience with RMM, PSA, Datto, Kaseya, ConnectWise, and documentation platforms commonly used in managed services.
- Excellent written and spoken communication skills.
- Composure, professionalism, and empathy when supporting users through challenging situations.
- A current driver’s license and access to a vehicle for scheduled and emergency onsite appointments.
Responsibilities
- Provide basic to mid-level IT technical support to partners onsite and remotely.
- Set up hardware for installation and perform onsite deployments.
- Engineer long-term solutions.
- Monitor ticket progress and key partner support metrics.
- Thoroughly document issues and resolutions and communicate with the team.
- Provide best practices in areas of expertise and take ownership and responsibility for at least one area.
- Work with vendors to resolve partner issues.
- Adapt to changing and varied workflows.
- Use knowledge and expertise to continually improve processes and partner support.
Benefits
- 99% of employee healthcare coverage is fully paid.
- Family health premiums are subsidized.
- Optional subsidized dental and vision insurance.
- Life insurance and AD&D.
- Maternity and paternity leave, including foster and adoption.
- Unlimited paid time off.
- 401(k) with company matching and profit-sharing opportunities.
- A focus on personal growth.
- A fun work environment with bonuses and company events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
