Service Delivery Engineer (MSP – Project & Execution Focus)
Location: Remote (Work from Home) with Frequent Client Site Work
Office: Cranberry Township, PA (Rare internal meetings)
Job 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 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 knowledge 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 Environment
- 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)
What You’ll Do - Project Delivery (Primary Focus)
- 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
Own Work from Start to Finish
- 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
Structured Service Delivery
- Use the ticketing system as the single source of truth
- Follow scheduling, escalation, and workflow processes
- Maintain real-time updates — especially during field work
Communication (Critical)
- Provide clear, actionable updates to clients and internal team members
- Identify blockers early and escalate appropriately
- Ensure all work is visible, tracked, and understood
Technical Execution
- Handle Tier 2/3 escalations
- Troubleshoot and resolve complex issues independently
- Contribute to documentation and process improvement
What Success Looks Like
- Project work is fully completed — not partially finished
- Tickets are closed correctly and consistently
- Documentation is clear and usable
- Clients receive professional, predictable service on-site
- Nothing falls through the cracks
What This Role Is NOT
- 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
Required Experience & Traits
- Behavioral (Critical – must have)
- 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
- Technical Experience (Important, but secondary)
- Windows 10/11 and Windows Server
- Microsoft 365 / Azure AD
- Networking fundamentals (DNS, DHCP, firewalls, switches, VoIP)
- Migrations, deployments, or implementations preferred
- MSP experience strongly preferred
How We Work
- 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
Compensation
- 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
High performers in this role typically earn $100,000 – $115,000 total compensation.
Compensation growth is tied to reliability, consistency, and execution — in addition to technical skills development.
Benefits
- Health insurance
- Supplemental insurance
- Short-term disability insurance
- Paid time off
- 401(k)
- Mileage and expense reimbursement for client site visits
- Employee discounts
- Professional development opportunities
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.
Final Note
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 loose structure or working outside defined systems, this will not be the right fit.
Pay: $90,000.00 - $105,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Cranberry Township, PA (Butler County)
