Service Delivery Engineer (MSP – Project & Execution Focus)

Service Delivery Engineer (MSP – Project & Execution Focus)
Location: Remote (Work from Home) + Frequent Client Site Work
Office: Cranberry Township, PA (Rare internal meetings)
Type: Full-Time
About the Role: 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 on-site and remotely, follow defined processes, and ensure every task is fully completed and documented. This role is approximately:

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

Success in this role is measured by how consistently you:

• complete project tasks fully
• follow structured workflows
• communicate clearly with clients and internal teams
• and ensure nothing falls through the cracks

If you prefer unstructured environments or working outside defined systems, this isnot the role for you. Work Environment

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

This role requires someone who:

• is comfortable working independently in the field
• can represent the company professionally on-site
• and still follows structured systems (tickets, documentation, communication) consistently

What You’ll Do Project Delivery (Primary Focus)

Execute client projects including:

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

Own Work from Start to Finish

Manage both project tasks and escalated tickets from:

• open → in progress → resolved → documented → closed
• Ensure no work remains partially complete or undocumented
• Close all loops — technically and operationally

Structured Service Delivery

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

Communication (Critical)

Provide clear, actionable updates to:

• clients on-site
• remote team members
• Identify blockers early and escalate appropriately
• Ensure visibility into all work in progress

Technical Execution

• Handle Tier 2/3 escalations
• Troubleshoot and resolve complex issues independently
• Support standardization and documentation improvements

What Success Looks Like

• Project work is completed fully, not partially finished
• Tickets and tasks are closed correctly and consistently
• Documentation is clear, complete, and usable
• Clients experience professional, predictable service on-site
• No gaps in communication or ownership

What This Role Is NOT

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

Required Experience & Traits Behavioral (Critical – must have)

• Proven track record of completing project work fully and reliably
• Strong discipline in process-driven environments
• Ability to manage multiple tasks without losing track
• High accountability — takes ownership through completion
• Clear communicator (especially in client-facing situations)

Technical (Important, but secondary)

Experience with:

• Windows environments (10/11, Server)
• Microsoft 365 / Azure AD
• Networking fundamentals (DNS, DHCP, firewalls)

Experience with:

• implementations or migrations strongly preferred
• MSP experience strongly preferred

How We Work

• All work is tracked through tickets and project systems
• Documentation is required — not optional
• Processes are followed — not bypassed
• Communication is expected — especially for on-site work
• Reliability and consistency are valued over heroics

Application Requirement (Required for Consideration) Please include a response to the following: Describe your personal system for managing multiple project tasks and ensuring nothing is left incomplete — especially when working both on-site and remotely. Applications without this will not be considered. Why This Role Matters This role is critical to delivering predictable, high-quality project outcomes for our clients. You are not just implementing technology — you are ensuring that work is:

• completed
• documented
• and communicated properly every time.

Compensation & Growth

• Competitive salary based on experience
• Growth tied to execution consistency and reliability
• Path toward senior project or technical leadership roles

Final Note If you take pride in:

• finishing project work completely
• following structured systems
• and delivering consistent results both on-site and remotely

—you’ll thrive here. If you prefer loosely structured environments or working outside defined processes, this will not be the right fit.