Service Delivery Engineer (Dallas)
About The Position
As a Service Delivery Engineer (Tier 3 Engineer), you are a critical member of our IT team. You specialize in resolving the most complex technical challenges and ensuring the seamless operation of our clients’ critical infrastructure. You will manage high-priority incidents—including network and server outages, advanced configuration issues, and security events—acting as the final point of escalation for our support desk. In addition, you will serve as the Primary Engineer for assigned clients, developing a deep understanding of their environments, providing proactive recommendations, and assisting with long-term IT roadmaps. You will also mentor Tier 1 and Tier 2 team members, document recurring issues, and drive continuous improvements across the team.
Requirements
- Extensive IT support experience is required; experience in an MSP environment is highly desirable.
- Advanced troubleshooting across multi-platform environments (e.g., Windows, Office 365, MacOS, and complex network configurations).
- Deep knowledge of server and network infrastructure is essential.
- Exceptional problem-solving, analytical, and communication skills; high emotional IQ and a strong sense of ownership.
- Proven ability to manage high-pressure situations and shifting priorities in an on-site environment.
- Relevant advanced IT certifications (e.g., CompTIA Server+, Microsoft certifications) are a plus; bonus certifications include AZ-104, AZ-700, AZ-140, and Security+.
Nice To Haves
- Experience with Fortigate is typically handled at Tier 3
- Certifications such as AZ-104, AZ-700, AZ-140, and Security+ will earn extra consideration.
Responsibilities
- Resolve escalated technical issues with precision and efficiency, minimizing downtime.
- Serve as a trusted advisor to assigned clients, driving IT strategy and innovation.
- Mentor and guide Tier 1 and Tier 2 technicians through advanced troubleshooting.
- Contribute to strategic projects such as system upgrades, cloud migrations, and infrastructure optimization.
- Proactively optimize client environments to reduce recurring incidents and streamline service delivery.
- Assist with support desk tickets when necessary, regardless of complexity, to maintain SLA compliance.
Benefits
- 401(k) with up to 3.5% match
- Generous PTO and paid holidays
- Paid training, certifications, and ongoing professional development
- A dog-friendly, supportive on-site workspace
- A transparent, communicative work environment with an open-door policy
- Significant opportunities for career advancement and professional growth
- A dynamic team dedicated to excellence in IT support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
