Service Delivery Engineer L3

Colombo - Sri Lanka

Monthly Salary: Not Disclosed

Experience Required: 5years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

The Service Delivery Engineer (SDE) is responsible for providing technical expertise to the Managed Services Department. The Service Delivery Engineer (SDE) is responsible for providing technical expertise to the Managed Services Department. This department consists of the Service Desk Cloud Services Centralized Services/NOC and Field Services teams which also includes trusted contractors and vendors. The SDE role involves participating in a technical aspect across the Managed Services Team and assisting with activities pertaining to all departments within the company as needed. With a focus on client satisfaction with the service desk department and continuous improvement through centralized and cloud services this person is committed to helping our team achieve their departments goals efficiently and effectively. They will be responsible for ensuring the highest level of service quality client satisfaction and operational efficiency within our MSP. The employee will have a positive attitude and the ability to work with minimal management in a team environment where every member is an important part of the companys success. All employees will adhere to the companys core values and align themselves to the companys vision and mission.

Key Responsibilities:

Be the primary service desk member for after business hours proactive and reactive tickets tasks and projects.
Act as the point of contact between the client and service delivery team after hours.
Understand client requests and react according to severity and escalation needs.
Achieve 95% CSAT consistently
Achieve 90% first call resolution rate
Perform client resource onboarding and offboarding requests
Assist with cleanup and alignment of RMM and BCDR SaaS seat counts and licensing.
Perform proactive maintenance updates and upgrades to systems software and networking devices across internal and client environments.
Conduct QAQC in accordance with the centralized and cloud services departments
Perform client audits within Office365 on-premises and private cloud environments
Scripting audits deployments or updates via PowerShell RMM or Intune.
Help with the automation and advancement of RMM Intune and other platforms
Provide guidance and support to team members
Participate in the rollout and retirement of MSP technologies/services across the client base
Document and account for all time worked within the ticketing system
Participate in the OnCall rotation as a technical resource
KPIs include CSAT Resolution Time Escalations SLA Breach Kill Rate Ticket Bleed and Utilization Rate.
Perform all other duties as required by your supervisor.
The company reserves the right to add or change duties and responsibilities at any time.

Preferred Qualifications:

Demonstrates professionalism punctuality discretion and good judgment in all interactions with co workers clients and others.
Take initiative and work independently.
Excellent Communications skills.
IT literate Advanced user level.
Strong decision-making detail-oriented and outstanding technical skills.
Demonstrates excellent time management.
Passion for delivering remarkable client experience and success.
Proven analytical and creative problem-solving abilities.
Self-motivated reliable and punctual.
Ability to multi-task pivot and adapt to changes quickly.
Demonstrates excellent verbal and written communication skills.
Understanding support tools techniques and how technology is used to provide IT services.

Requirements

Experience with PSA (Autotask)
Expertise in supporting and managing major Microsoft technologies including Entra ID Intune Office365 Azure SharePoint Teams and On-Premises Operating Systems.
Experience in supporting and managing Firewalls Switches Wireless Access Points and VPN technologies.
Familiarity with MSP tools like Autotask PSA Datto RMM and BCDR BrightGauge and Hudu.
Advanced level with PowerShell and other scripting languages for application deployment reporting and automation.
Experience working for a Managed Service Provider (MSP) or IT Support Business.
Has active (or ability to attain) Microsoft certifications including but not limited to Cloud & AI Platforms AI Business Solutions or Security.

Working Hours:

6.30 AM - 3.30 PM IST (Mon-Fri)

Required Skills:

Experience with PSA (Autotask) Expertise in supporting and managing major Microsoft technologies including Entra ID Intune Office365 Azure SharePoint Teams and On-Premises Operating Systems. Experience in supporting and managing Firewalls Switches Wireless Access Points and VPN technologies. Familiarity with MSP tools like Autotask PSA Datto RMM and BCDR BrightGauge and Hudu. Advanced level with PowerShell and other scripting languages for application deployment reporting and automation. Experience working for a Managed Service Provider (MSP) or IT Support Business. Has active (or ability to attain) Microsoft certifications including but not limited to Cloud & AI Platforms AI Business Solutions or Security. Working Hours: 6.30 AM - 3.30 PM IST (Mon-Fri)

Key Responsibilities:

Be the primary service desk member for after business hours proactive and reactive tickets tasks and projects.
Act as the point of contact between the client and service delivery team after hours.
Understand client requests and react according to severity and escalation needs.
Achieve 95% CSAT consistently
Achieve 90% first call resolution rate
Perform client resource onboarding and offboarding requests
Assist with cleanup and alignment of RMM and BCDR SaaS seat counts and licensing.
Perform proactive maintenance updates and upgrades to systems software and networking devices across internal and client environments.
Conduct QAQC in accordance with the centralized and cloud services departments
Perform client audits within Office365 on-premises and private cloud environments
Scripting audits deployments or updates via PowerShell RMM or Intune.
Help with the automation and advancement of RMM Intune and other platforms
Provide guidance and support to team members
Participate in the rollout and retirement of MSP technologies/services across the client base
Document and account for all time worked within the ticketing system
Participate in the OnCall rotation as a technical resource
KPIs include CSAT Resolution Time Escalations SLA Breach Kill Rate Ticket Bleed and Utilization Rate.
Perform all other duties as required by your supervisor.
The company reserves the right to add or change duties and responsibilities at any time.

Preferred Qualifications:

Demonstrates professionalism punctuality discretion and good judgment in all interactions with co workers clients and others.
Take initiative and work independently.
Excellent Communications skills.
IT literate Advanced user level.
Strong decision-making detail-oriented and outstanding technical skills.
Demonstrates excellent time management.
Passion for delivering remarkable client experience and success.
Proven analytical and creative problem-solving abilities.
Self-motivated reliable and punctual.
Ability to multi-task pivot and adapt to changes quickly.
Demonstrates excellent verbal and written communication skills.
Understanding support tools techniques and how technology is used to provide IT services.

Requirements

Experience with PSA (Autotask)
Expertise in supporting and managing major Microsoft technologies including Entra ID Intune Office365 Azure SharePoint Teams and On-Premises Operating Systems.
Experience in supporting and managing Firewalls Switches Wireless Access Points and VPN technologies.
Familiarity with MSP tools like Autotask PSA Datto RMM and BCDR BrightGauge and Hudu.
Advanced level with PowerShell and other scripting languages for application deployment reporting and automation.
Experience working for a Managed Service Provider (MSP) or IT Support Business.
Has active (or ability to attain) Microsoft certifications including but not limited to Cloud & AI Platforms AI Business Solutions or Security.