Job Description
About Boston Managed IT
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
Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) environments
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, OneDrive)
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, OneDrive)
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 (Microsoft Azure, AWS basics)
Interest or prior experience in project leadership or mentoring
Work Environment & Travel Requirements:
Must have a valid driver’s license and reliable personal vehicle
Ability to commute to our Waltham, MA office as needed
Willingness to travel to client offices across the Greater Boston area (mileage reimbursed at IRS rates)
Ability to occasionally lift and transport IT equipment (up to 40 lbs)
Unlimited PTO – with a required minimum of 5 business days off per year to ensure true rest and recharge
10 Paid Holidays – for personal, cultural, or religious observances
Profit Sharing Program – when the company succeeds, you directly share in the results
Health & Wellness Support – comprehensive coverage options and resources to support your well-being
Mileage Reimbursement – at the current IRS rate for all client-related travel
Professional Development Sponsorship – paid industry certifications, cross-training opportunities, and conference attendance
Hybrid Work Model – flexibility to work remotely while maintaining connection with our Boston/Waltham team and clients
Growth Path – a clear career trajectory from L1 Engineer → L3 Engineer → Regional Manager
Collaborative Culture – a team-first environment built on accountability, candid feedback, and continuous improvement
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