Service Delivery Engineer

Location: Remote (Work from Home) with Frequent Client Site Work

Office: Cranberry Township, PA (Rare internal meetings)

Job Type: Full-Time

This is a project-focused engineering role inside a structured MSP environment.

We are not looking for a “brilliant but inconsistent” engineer.

We are looking for a reliable, disciplined Service Delivery Engineer who can execute project work both remotely and on-site, follow defined processes, and ensure every task is fully completed and properly documented.

This role is approximately:

• 65% project delivery (frequently on-site at client locations)
• 35% escalated and high-level support tickets

Success in this role is not measured by technical ability alone — it’s measured by how consistently you:

• follow through
• communicate clearly
• document your work
• and fully complete what you start

If you prefer unstructured environments or working outside defined systems, this is not the role for you.

• Work from home when not at client sites
• Frequent on-site visits for project execution and client support
• Direct interaction with end users and client stakeholders
• Rare internal meetings at our Cranberry Township office

This role requires someone who:

• operates independently in the field
• represents the company professionally on-site
• and consistently follows structured systems (tickets, documentation, communication)

• Execute infrastructure projects including:
• system deployments
• migrations
• upgrades
• Complete project tasks on time and within defined process
• Document all work clearly and thoroughly
• Communicate progress, issues, and completion status consistently

• Manage project tasks and tickets from:
• open → in progress → resolved → documented → closed
• Ensure no work remains partially complete or undocumented
• Close all loops — technically and operationally

• Use the ticketing system as the single source of truth
• Follow scheduling, escalation, and workflow processes
• Maintain real-time updates — especially during field work

• Provide clear, actionable updates to clients and internal team members
• Identify blockers early and escalate appropriately
• Ensure all work is visible, tracked, and understood

• Handle Tier 2/3 escalations
• Troubleshoot and resolve complex issues independently
• Contribute to documentation and process improvement

• Project work is fully completed — not partially finished
• Tickets are closed correctly and consistently
• Documentation is clear, complete, and usable
• Clients receive professional, predictable service on-site
• Nothing falls through the cracks

• Not a free-form engineering role
• Not a “figure it out your own way” position
• Not a good fit for engineers who resist process
• Not a good fit for engineers who avoid documentation
• Not a good fit for engineers who fail to consistently follow through

• Proven track record of finishing work completely and reliably
• Strong discipline in structured, process-driven environments
• Ability to manage multiple tasks without losing track
• Clear and professional communication (written and verbal)
• High accountability — owns work through completion

• Experience with:
• Windows 10/11 and Windows Server
• Microsoft 365 / Azure AD
• Networking fundamentals (DNS, DHCP, firewalls)
• Experience with:
• system implementations, migrations, or deployments preferred
• MSP experience strongly preferred

• All work is tracked through tickets and project systems — no exceptions
• Documentation is required — not optional
• Processes are followed — not bypassed
• Communication is expected — especially for client-facing work
• Reliability and consistency are valued over heroics

• Base Salary: $90,000 – $105,000, depending on experience and demonstrated execution ability
• Performance Bonus: $5,000 – $15,000 annually based on:
• project completion quality
• ticket closure consistency
• documentation standards
• communication effectiveness

Compensation growth is tied to reliability, consistency, and execution — not just technical skill.

• Health insurance
• Paid time off
• 401(k) (if applicable)
• Mileage reimbursement for client site visits
• Professional development opportunities

Please include a response to the following:

Applications without this will not be considered.

This role is best suited for engineers who value:

• structure
• accountability
• and consistent execution

If you take pride in finishing what you start and delivering reliable, high-quality work — you’ll thrive here.

If you prefer loosely structured environments or working outside defined systems, this will not be the right fit.