> Markdown version of [/jobs/ext/1249742-sr-it-service-delivery-implementation-tier-ii](https://www.wearedevelopers.com/jobs/ext/1249742-sr-it-service-delivery-implementation-tier-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. IT Service Delivery, Implementation - Tier II - **Company:** Guild Mortgage Company LLC - **Location:** Greenwood Village, CO, United States - **Experience:** Expert - **Salary:** $64,192.0 - $90,270.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, VoIP, CompTIA Network+, Information Technology Operations, Internet Services, Internet Service Provider, Network Layer, Network Architecture, Wireless Access Point, Internet Protocol Telephony, Firewalls (Computer Science), Computer Equipment, Information Technology, Zendesk, Cisco - **Published:** July 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7820e73fbc5c284b ## About the Role * Bachelor's Degree directly related to the position or equivalent, preferred. * Bachelor's Degree in Information Technology or related field. * Minimum five years' experience in IT support, service delivery, or infrastructure implementation. * CompTIA Network+, Cisco CCNA, Meraki CMNA, VOIP are a plus. * Ability to organize and manage multiple priorities simultaneously. * Strong knowledge of Meraki networking, Cisco switching, VoIP systems, and Windows environments. * Experience supporting retail or multi-site environments is highly preferred. * Excellent troubleshooting skills across hardware, software, and network layers. * Strong customer service orientation with the ability to communicate clearly and professionally. * Experience coordinating with ISPs, telecom vendors, and low-voltage cabling contractors. * Familiarity with ITSM tools (e.g., Freshservice, Zendesk) and ticketing workflows. * Excellent verbal and written communication skills required. * Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required. * Commitment to company values. + Customer Service - Proactive attention to each person. + Integrity - Do and say what's right. + Respect - Treat others with dignity. + Collaboration - Listen and work together. + Learning - Seek knowledge and strive for improvement. + Excellence - Deliver the unexpected. ## Description The Senior IT Service Technician is a customer-focused technical expert responsible for delivering high-quality customer service support and infrastructure services to retail branch locations and corporate users. This role emphasizes end-user support, VoIP and network infrastructure, and coordination with external vendors to ensure reliable IT operations. The ideal candidate brings strong technical skills, excellent communication, and a proactive approach to service delivery in a fast-paced, multi-site environment., * End-User & Phone Support - * Provide Tier II phone support for end users across the organization, resolving hardware, software, and connectivity issues. * Deliver exceptional customer service through phone, remote, and on-site support. * Manage service desk tickets, ensuring timely resolution and proper escalation when needed. * Train users on IT systems and tools, and document support procedures and resolutions. * Retail Branch Infrastructure - * Configure, deploy, and support for firewalls, switches, and wireless access points at branch locations. * Coordinate with cabling vendors and internet service providers (ISPs) for new installations, upgrades, and troubleshooting. * Manage and support VoIP phone systems, including moves, adds, changes, and vendor escalations. * Assist with the setup, relocation, and closure of retail branches, ensuring all IT infrastructure is installed and tested. * Maintain accurate inventory of IT assets and ensure compliance with company standards. * Implementation & Project Support - * Participate in the planning and execution of IT infrastructure projects, including network upgrades and system rollouts. * Collaborate with internal teams and external vendors to ensure successful implementation of IT solutions. * Conduct testing and validation of new systems and configurations. * Provide post-implementation support and training to ensure smooth adoption. * Other duties as assigned., Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances. Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach. Impact: Decisions and actions primarily impact own work with limited impact on peers in their area, contributes as team member rather than leader. Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications. Indirect Reports: 3; IT Service Technician, IT Service Desk Technician, Sr. IT Service Delivery Technician. Requirements * The position requires the ability to occasionally move office equipment and supplies weighing up to 20 pounds for various office needs. * Work is primarily active; mobility in an office setting, server rooms, moving/carrying computer equipment. * Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. * Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media. * Office environment - moderate noise, no substantial exposure to adverse environmental conditions. * Travel 50-70% * This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. * Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner. * Work is primarily performed during the business week, Monday - Friday. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Why segmenting your infrastructure into tiers makes your infrastructure design better](https://www.wearedevelopers.com/videos/1960-why-segmenting-your-infrastructure-into-tiers-makes-your-infrastructure-design-better) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Basic And Advanced Networking in Dart and Flutter](https://www.wearedevelopers.com/magazine/112-basic-and-advanced-networking-in-dart-and-flutter) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)