Service Delivery Engineer

Benefits

• 401k with match
• Flexible PTO
• Work from Home when possible, with remote work stipend
  • If in Denver Metro, at least 1/day in office per week.
• Paid training and certification, and other educational opportunities
• Paid holidays
• Commuter Benefits
• Insurance benefits

The Service Delivery Engineer I is a critical role responsible for providing first-rate technical support to our clients in a timely, efficient, and empathetic manner. At K3, we don’t just close tickets; we solve problems for people. Because our clients view us as a strategic partner, we are looking for an engineer who understands that soft skills are just as vital as technical expertise.

This role requires a high degree of emotional intelligence and a passion for providing white-glove customer service. You should be someone who can translate complex technical issues into plain English while maintaining a calm, professional demeanor under pressure. We need a team member with a sharp eye for detail and takes complete ownership of a task from the initial phone call to the final documentation entry.

This position involves extensive interaction with clients and will require travel to offices throughout the Denver and Colorado Springs Metro areas. When not on-site, you will work in our queue, assisting with remote support, asset management, and inventory logistics.

• Provide multi-tiered technical support, including troubleshooting of client, server, and stand-alone applications.
• Resolve issues related to LANs, WANs, and internet connectivity.
• Handle hardware and software problems, particularly in conjunction with Office 365.

• Utilize knowledge bases and technical tools for diagnosing and repairing client issues promptly.
• Troubleshoot and repair system problems efficiently.
• Maintain and troubleshoot computer hardware, server hardware, network hardware, and software.

• Implement actions to mitigate security risks and vulnerabilities.
• Collaborate with team members to ensure adherence to change management protocols.
• Escalate issues with senior team members or management which you believe may be a security risk.

• Document all issues, activities, and special requests in the ticketing system.
• Maintain up-to-date client documentation, including SOPs, knowledge bases, environment information, etc.

• Facilitate and maintain relationships between company stakeholders, clients, and vendors.
• Ensure a high client satisfaction rate through excellent service delivery.

• Travel to client locations to provide in-person support as needed, and for regularly scheduled times for staff agreements.

• Conduct regular audits of physical assets to ensure accuracy of inventory.
• Update and maintain a comprehensive list of assets, including their status, location, and users.

• Strong analytical and problem-solving skills.
• Deep understanding of and passion for technology.
• Ability to take ownership and pride in work.
• Excellent interpersonal skills and a passion for customer service.
• Adaptability in a fast-paced and dynamic environment.

• Proficiency in various IT support and network administration tasks.
• Experience with system administration and process improvement techniques.
• Capabilities in analyzing information and network troubleshooting.
• Skills in technical documentation and quality assurance practices.

This role requires frequent travel to client sites around the Denver metro area, with occasional trips to Colorado Springs and other locations within driving distance. Must be able to work under pressure and in a fast-paced environment.

• Client satisfaction rate.
• Resolution time for technical issues.
• Compliance with change management protocols.
• Accuracy and timeliness of documentation and reporting.
• Quality of relationships with stakeholders, clients, and vendors.

Customer Service, IT Support, Network Administration, System Administration, Process Improvement, Developing Standards, Analyzing Information, Network Troubleshooting, Technical Documentation, Quality Assurance

MS Windows, MS Windows Server, MacOS, Addigy, NinjaRMM, Connectwise Control, Meraki, Sonicwall, Microsoft Azure, Microsoft 365, Intune and Auto Pilot, KnowBe4, ProofPoint Essentials, Mimecast. Sentinel One EDR, Monday, Huntress, HaloPSA, MS Office Products, Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology

Bonus Points for certifications in ITIL, CompTIA, Microsoft Azure, Microsoft 365, or other related fields.

Experience working for an MSP is a huge plus!

This position will be based in Greenwood Village, CO.