IT Support Engineer II – Managed Services

Grand Island, NY, and the surrounding Greater Buffalo area.

Do you have a passion for helping people and troubleshooting IT problems? Are you looking for a place where you can develop your skills and work with a group of smart, talented and fun colleagues? ITPartners+ is looking for an IT Support Engineer II (internally titled Service Delivery Engineer II) to work with our existing and potential partners on front-line IT issues.

Who We Are

ITPartners+ is an IT Managed Services Provider experiencing rapid growth. A multiple winner of the Best and Brightest Companies to Work For, ITPartners+ has rapidly grown thanks to our core values of Do Great Work, Make It Fun, and Think Big. These values have helped us foster a work environment that is supportive, goal-oriented, and just plain fun.

Who You Are

Working directly with our team of engineers, the Service Delivery Engineer II provides front-line technical support to our partners and plays an important role in delivering a prompt, professional, and positive partner experience. You’ll troubleshoot technical issues, collaborate with the team, and help ensure our partners receive accurate and reliable support.

Based in the Greater Buffalo area, this role follows a hybrid schedule of four days onsite and one day remote each week, with onsite responsibilities including Partner support, hardware setup and installations, deployments, and other technical needs as required.

What You Will Do

• Provide basic to mid-level IT tech support to our partners via onsite and remote
• Set up hardware for installation and perform onsite deployments
• Engineer long-term solutions
• Monitor the progress of tickets and key partner support metrics
• Thoroughly document issues and resolutions and communicate with the team
• Provide best practices in your areas of expertise, taking on ownership and responsibility of at least one area
• Work with vendors to resolve partner issues
• Adapt to changing and varied workflow
• Use your knowledge and expertise to continually improve processes and partner support

Your Skills and Background:

• 3+ years of experience in a Managed Services Provider (MSP) environment.
• One or more current Microsoft certifications (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
• Demonstrates composure, professionalism, and empathy when supporting users through challenging situations.
• Current driver’s license and access to a vehicle to be used for scheduled and emergency onsite appointments

Benefits of Working at ITPartners+

• 99% fully paid for healthcare coverage for the employee
• Health premiums subsidized for family
• Optional Subsidized Dental & Vision Insurance
• Life Insurance & AD&D
• Maternity & Paternity Leave (Including foster and adoption)
• Unlimited paid time off
• 401(k) with company matching and profit-sharing opportunities (PShares)
• A focus on personal growth
• A fun work environment with bonuses and company events

Our mission at ITPartners+ is to positively impact people. We accomplish it through building and nurturing the best team possible, the best partners, and giving back to our community. To learn more about us, check out our website at www.itpartners.com or connect with us on LinkedIn at www.linkedin.com/company/itpar.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Equal Opportunity Employer:

ITPartners+ is an Equal Opportunity Employer who will not discriminate against any employee or job applicant because of race, color, religion, national origin, sex, disability, or age.

One Last Thing:

Instead of a cover letter, please record a 1-2 minute video of yourself via YouTube or Vimeo to Danny at [email protected] introducing us to you and why you would be a good fit, this will fast-track our response to you.