Remote Service Delivery Engineer Jobs (NOW HIRING)

Who is K3 Technology?

K3 Technology is a Managed Services Provider based in Denver, CO. We have clients around the U.S. and we attempt to provide more than just services to our clients, but instead, a strategic partnership.

What should I know about K3 Technology?

K3 Technology is an employee-centric organization. We recognize that many of the best organizations and longest standing organizations have something in common: people. Whether you are an employee or a client at K3 Technology, we take care of you. And if you are an employee, we take even better care of you. The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities.

How would K3 Technology make me a top priority as an employee?

As an employee of K3 Technology, we would ensure that you have the proper tools and access to training to perform your assigned job duties. We highly encourage personal and professional growth. A healthy work/life balance for our employees is a top priority. K3 offers competitive PTO packages and exceptional health insurance to make sure that employees have the means necessary to maintain their well-being. We do our best to accommodate time-off requests, especially at times of high-stress. We manage our workforce in an empathic way, being considerate of everyone's needs both at and away from the job.

K3 also makes every effort to provide a safe and communicative work environment. We encourage all employees to speak up any time to share ideas and discuss challenges. We train team leaders to have open door policies, and to check in with employees regularly to offer encouragement, praise or advice.

Other things that are important to K3 are transparency, communication, and accountability. These might sound like qualities that we would present to clients, and they are. However, we can only provide these qualities externally if they are present internally. That is why we will make every attempt to make it clear what our company goals are, what our goals for you as an employee are, communicate changes and expectations clearly, be open for communication from you, and make every effort to be held accountable on our core values, goals, and your success.

Benefits:

• 401k with match
• Flexible PTO
• Work from Home when possible, with remote work stipend
  • If in Denver Metro, at least 1/day in office per week.
• Paid training and certification, and other educational opportunities
• Paid holidays
• Commuter Benefits
• Insurance benefits

What is K3 Technology looking for?

The Service Delivery Engineer I is a critical role responsible for providing first-rate technical support to our clients in a timely, efficient, and empathetic manner. At K3, we don't just "close tickets"; we solve problems for people. Because our clients view us as a strategic partner, we are looking for an engineer who understands that soft skills are just as vital as technical expertise.

This role requires a high degree of emotional intelligence and a passion for providing white-glove customer service. You should be someone who can translate complex technical issues into plain English while maintaining a calm, professional demeanor under pressure. We need a team member with a sharp eye for detail and takes complete ownership of a task from the initial phone call to the final documentation entry.

This position involves extensive interaction with clients and will require travel to offices throughout the Denver and Colorado Springs Metro areas. When not on-site, you will work in our queue, assisting with remote support, asset management, and inventory logistics.

Technical Support:

• Provide multi-tiered technical support, including troubleshooting of client, server, and stand-alone applications.
• Resolve issues related to LANs, WANs, and internet connectivity.
• Handle hardware and software problems, particularly in conjunction with Office 365.

Issue Resolution:

• Utilize knowledge bases and technical tools for diagnosing and repairing client issues promptly.
• Troubleshoot and repair system problems efficiently.
• Maintain and troubleshoot computer hardware, server hardware, network hardware, and software.

Security and Compliance:

• Implement actions to mitigate security risks and vulnerabilities.
• Collaborate with team members to ensure adherence to change management protocols.
• Escalate issues with senior team members or management which you believe may be a security risk.

Documentation and Reporting:

• Document all issues, activities, and special requests in the ticketing system.
• Maintain up-to-date client documentation, including SOPs, knowledge bases, environment information, etc.

Client Relationship Management:

• Facilitate and maintain relationships between company stakeholders, clients, and vendors.
• Ensure a high client satisfaction rate through excellent service delivery.

Onsite Support:

• Travel to client locations to provide in-person support as needed, and for regularly scheduled times for staff agreements.

Asset Management:

• Conduct regular audits of physical assets to ensure accuracy of inventory.
• Update and maintain a comprehensive list of assets, including their status, location, and users.

Qualifications:

• Strong analytical and problem-solving skills.
• Deep understanding of and passion for technology.
• Ability to take ownership and pride in work.
• Excellent interpersonal skills and a passion for customer service.
• Adaptability in a fast-paced and dynamic environment.

Technical Skills:

• Proficiency in various IT support and network administration tasks.
• Experience with system administration and process improvement techniques.
• Capabilities in analyzing information and network troubleshooting.
• Skills in technical documentation and quality assurance practices.

Working Conditions:

This role requires frequent travel to client sites around the Denver metro area, with occasional trips to Colorado Springs and other locations within driving distance.
Must be able to work under pressure and in a fast-paced environment.

Performance Metrics:

• Client satisfaction rate.
• Resolution time for technical issues.
• Compliance with change management protocols.
• Accuracy and timeliness of documentation and reporting.
• Quality of relationships with stakeholders, clients, and vendors.

Specific technical skills you should be familiar and comfortable with:

Customer Service, IT Support, Network Administration, System Administration, Process Improvement, Developing Standards, Analyzing Information, Network Troubleshooting, Technical Documentation, Quality Assurance

Specific products you should be familiar and comfortable working with:

MS Windows, MS Windows Server, MacOS, Addigy, NinjaRMM, Connectwise Control, Meraki, Sonicwall, Microsoft Azure, Microsoft 365, Intune and AutoPilot, KnowBe4, ProofPoint Essentials, Mimecast. SentinelOne EDR, Monday, Huntress, HaloPSA, MS Office Products, Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology

Bonus Points for certifications in ITIL, CompTIA, Microsoft Azure, Microsoft 365, or other related fields.

Experience working for an MSP is ahugeplus!

This position will be based in Greenwood Village, CO