What are the responsibilities and job description for the Service Delivery Engineer (L1) position at Boston Managed IT?
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
Ideal Candidate
Why Boston Managed IT?
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
- Implement new client environments: cloud migrations, firewalls, workstations, etc.
- Deploy and configure tools from our stack
- Lead on-site visits and remote onboarding calls
- Maintain technical documentation in Hudu
- Follow and improve SOPs to ensure repeatable success
- Identify automation opportunities to reduce ticket volume
- 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
Ideal 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
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
- 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