Service Delivery Engineer

Waltham, United States | Posted on 10/06/2025

Boston Managed IT (BMIT) is a Managed Security Services Provider (MSSP) based in Waltham, Massachusetts. We serve small to mid-sized businesses that prioritize security, uptime, and performance. From day one, our mission has been clear:

“To anchor businesses in innovation and security—while building a high-performing, people-powered team.”

We manage the entire technology stack—from desktops and networks to cloud platforms and advanced cybersecurity. What sets us apart is not just our technical expertise, but the people-first approach that drives everything we do.

Boston Managed IT (BMIT) is a fast-growing Managed Security Services Provider (MSSP) dedicated to anchoring businesses in innovation and security
. We support small to mid-sized organizations with secure, reliable IT operations while building long-term partnerships based on trust.

At BMIT, we’re not just filling jobs — we’re building careers. This role is designed for someone who will start at the Level 1 (L1) support tier, grow into a Level 3 engineer
, and ultimately develop into a Regional Manager
, helping to shape both our clients’ success and our own.

As a Service Delivery Engineer
, you’ll be the first line of defense for client IT issues, working across desktops, networks, cloud platforms, and security tools. You’ll learn client environments, support our growing team, and gain hands-on exposure to the full MSSP stack.

This role is ideal for someone who is passionate about technology and business
, thrives in a fast-paced, security-driven environment, and wants to grow into a leadership position over time.

Initial (L1) Responsibilities:

Respond to and resolve helpdesk tickets for desktops, networks, and cloud applications

Troubleshoot Windows/macOS issues and perform routine maintenance

Document solutions, processes, and client-specific setups in knowledge systems

Follow SOC2/ISO-aligned security standards for all client interactions

Growth Path to L3/Regional Manager:

Handle advanced troubleshooting, escalations, and project work

Lead client technology initiatives (firewalls, cloud migrations, security tools)

Mentor junior engineers and contribute to training resources

Manage regional client relationships and ensure service excellence

Partner with leadership on strategy, process development, and team scaling

Core Technical Skills (Day One):

Windows 11 and macOS support

Microsoft 365 administration (Outlook, Teams, SharePoint, One Drive)

Basic networking (IP, DNS, DHCP, VPNs, Wi-Fi, firewalls)

Endpoint protection and MFA best practices

Strong documentation and ticket management skills

Professional

Skills:

Excellent communication — able to explain technical concepts clearly

Strong organizational skills and ability to manage multiple priorities

Team-first mindset with accountability and client service focus

Curiosity and drive to learn new technologies and certifications

Preferred / Growth Goals:

CompTIA A+, Network+, Security+

MSP/MSSP or helpdesk experience

Exposure to RMM/PSA tools

Leadership or project management experience (for future Regional Manager role)

Technical

Skills:

Proficiency with Windows 11 and macOS support

Experience with Microsoft 365 (Outlook, Teams, SharePoint, One Drive)

Understanding of networking fundamentals (IP, DNS, DHCP, VPNs, Wi-Fi, firewalls)

Familiarity with endpoint security, antivirus/EDR, and MFA best practices

Ability to document troubleshooting steps and maintain accurate client records

Professional

Skills:

Strong verbal and written communication; able to explain technical concepts clearly

High level of organization and ability to prioritize multiple tasks

Customer-focused mindset with professionalism and patience

Collaborative approach — values teamwork, accountability, and trust

Curiosity and commitment to continuous learning and development

Preferred (Growth-Oriented)

Skills:

CompTIA A+, Network+, or Security+ certifications (or equivalent knowledge)

Experience in a Managed Service Provider (MSP/MSSP) or helpdesk environment

Familiarity with RMM/PSA platforms

Exposure to cloud platforms…