IT Support Engineer II – Managed Services

ITPartners+ • Grand Island, NY

1d • Hybrid

About The Position

ITPartners+ is seeking an IT Support Engineer II, internally titled Service Delivery Engineer II, to provide front-line technical support to existing and potential partners. The role works directly with a team of engineers to troubleshoot technical issues and 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.
• Document issues and resolutions thoroughly 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% fully paid healthcare coverage for the employee; family health premiums are subsidized.
• Optional subsidized dental and vision insurance.
• Life insurance and AD&D.
• Maternity and paternity leave, including foster and adoption leave.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed