Service Delivery Engineer
15 hours ago
Job SummaryThe Service Delivery Engineer ensures the smooth delivery of technical services across network, desktop, storage, and telco environments. This role is client-facing and requires strong communication, troubleshooting skills, and the ability to coordinate cross-functionally to ensure SLA compliance and customer satisfaction. Ideal for someone who is hands-on, proactive, and comfortable managing diverse technologies.Key Responsibilities· Build and maintain strong client relationships and act as the primary point of contact for service delivery matters.· Ensure successful delivery of services across network, desktop, storage, and telco components.· Achieve SLA targets and maintain high levels of customer satisfaction.· Perform frontline troubleshooting and coordination for:Network issues (LAN/WAN, firewall, routing/switching)Desktop/End-user support (Windows/Mac, hardware/software, VIP support)Storage (SAN/NAS, provisioning, monitoring)Telco services (SIP/VoIP, circuits, carrier coordination)· Communicate service issues, risks, and opportunities clearly and drive resolutions.· Prepare service reports and participate in service review meetings with clients and internal teams.· Maintain and update technical documentation, SOPs, and knowledge base.· Conduct internal technical training sessions and self-learn new technologies and products.· Remove obstacles that may impact service performance or customer satisfaction.· Follow up proactively when services fall below expectations and ensure corrective actions.RequirementsTechnical Skills (Preferred)· Network: Basic understanding of routing, switching, firewalls, VLANs, VPNs, SD-WAN.· Desktop Support: Windows/Mac troubleshooting, hardware/software support, Office365.· Storage: Knowledge of SAN/NAS concepts, LUN provisioning, storage monitoring.· Telco: Experience with telco providers, SIP/VoIP, connectivity troubleshooting.Professional Skills· Experience in service delivery, technical support, or IT infrastructure roles.· Ability to operate in environments supporting 24x7x365 service delivery.· Strong reporting, documentation, and communication skills.Soft Skills· Team player with strong relationship-building and diplomacy skills.· Self-starter, proactive, and able to work under pressure.· Customer-first mindset with a commitment to service excellence.Other· Willing to travel (including potential international trips) and stay overnight when required.
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