Qureos Mentor

eGroup Enabling Technologies

<div>eGroup Enabling Technologies is a Microsoft Solutions Partner focused on helping organizations modernize, secure, and optimize their technology environments. As a fully remote organization with team members across the United States, we are committed to delivering exceptional customer experiences through technical excellence, collaboration, and continuous improvement. Our teams partner with clients across cloud, security, infrastructure, collaboration, and managed services to provide strategic guidance and world-class support. 


eGroup is seeking a Service Delivery Engineer I to join our Managed Services team. This role is responsible for supporting, troubleshooting, monitoring, and maintaining Microsoft cloud and infrastructure environments for a diverse portfolio of clients.

The ideal candidate combines technical expertise with strong communication and customer service skills. They are comfortable working directly with end users, IT administrators, and business stakeholders while collaborating with internal teams to resolve issues and deliver exceptional service. This position plays a critical role in ensuring the availability, security, and performance of our clients' environments. 
This position operates in a shift-based support model. Assigned shifts may include daytime, evening, overnight, weekend, or holiday coverage based on business and customer requirements. Specific shift assignments will be discussed during the interview process. 
Key Responsibilities

Incident Response &amp; Technical Support
<ul>
<li>Troubleshoot, resolve, and document technical issues across Microsoft cloud and on-premises environments.</li>
<li>Respond to service requests, incidents, alerts, and escalations in accordance with established service level agreements (SLAs).</li>
<li>Escalate complex issues appropriately while maintaining ownership and driving resolution.</li>
<li>Collaborate with vendors, partners, and internal engineering teams to resolve customer-impacting issues.</li>
</ul>
Microsoft Cloud &amp; Infrastructure Administration
<ul>
<li>Administer and support Microsoft Azure, Microsoft 365, Exchange Online, Teams, Intune, Entra ID (Azure Active Directory), and related technologies.</li>
<li>Monitor and maintain cloud and infrastructure environments to ensure stability, performance, security, and compliance.</li>
<li>Support license administration, user provisioning, access management, and device lifecycle activities.</li>
<li>Assist with deployment, configuration, and maintenance of cloud-based workloads and services.</li>
</ul>
Customer Experience &amp; Relationship Management
<ul>
<li>Deliver exceptional customer service through clear, professional, and timely communication.</li>
<li>Build trusted relationships with client stakeholders by demonstrating technical expertise and accountability.</li>
<li>Translate technical concepts into business-friendly language when working with non-technical users.</li>
<li>Maintain detailed documentation of troubleshooting activities, resolutions, and environment changes.</li>
</ul>
Monitoring, Security &amp; Operations
<ul>
<li>Actively monitor client environments and respond to planned or unplanned outage notifications.</li>
<li>Support operational processes related to security, compliance, and system health.</li>
<li>Assist with administration of Microsoft Defender and security-focused technologies.</li>
<li>Identify trends, recurring issues, and opportunities for proactive remediation.</li>
</ul>
Continuous Improvement &amp; Team Collaboration
<ul>
<li>Contribute to service improvement initiatives that increase efficiency, reliability, and customer satisfaction.</li>
<li>Maintain and enhance technical documentation, standards, and operational procedures.</li>
<li>Participate in knowledge sharing, cross-training, and professional development activities.</li>
<li>Stay current on Microsoft technologies, emerging trends, and best practices.</li></ul> 


Required Qualifications

Experience
<ul>
<li>2+ years of experience in Managed Services, Technical Support, IT Operations, Consulting, or a related technology environment.</li>
<li>1+ years of experience supporting Microsoft Azure and/or Microsoft 365 environments.</li>
<li>Experience administering Windows Server, Windows Desktop, and Active Directory environments.</li>
<li>Experience troubleshooting networking fundamentals including DNS, TCP/IP, VPN connectivity, switching, and firewall concepts.</li>
<li>Experience using IT service management or managed service provider (MSP) toolsets such as RMM, monitoring, or ticketing platforms.</li>
</ul>
Technical Knowledge
<ul>
<li>Microsoft Azure infrastructure and cloud services.</li>
<li>Microsoft 365 administration and support.</li>
<li>Microsoft Intune and Endpoint Management.</li>
<li>Microsoft Teams and collaboration technologies.</li>
<li>Microsoft Defender security solutions, including Endpoint, Identity, Microsoft 365, and Cloud Apps.</li>
<li>Enterprise identity and access management concepts.</li>
<li>Virtualization and cloud-hosted environments.</li>
</ul>
Professional Skills
<ul>
<li>Strong troubleshooting and problem-solving abilities.</li>
<li>Excellent customer service and communication skills.</li>
<li>Ability to prioritize and manage multiple issues simultaneously.</li>
<li>Strong attention to detail and documentation practices.</li>
<li>Ability to perform effectively in a fast-paced, client-focused environment.</li>
<li>Ability to work independently while collaborating across distributed teams.</li></ul> 


Preferred Qualifications
<ul>
<li>Experience working for a Managed Service Provider (MSP).</li>
<li>Experience with Azure networking and hybrid infrastructure solutions.</li>
<li>Experience supporting voice and collaboration technologies, including Microsoft Teams Phone.</li>
<li>Experience with PowerShell administration and automation.</li>
<li>Experience with Power BI reporting and Microsoft operational dashboards.</li>
<li>Experience leveraging automation or AI-enabled tools to improve operational efficiency and support delivery.</li></ul> 


Microsoft certifications such as:
<ul>
<li>Azure Fundamentals (AZ-900)</li>
<li>Azure Administrator Associate (AZ-104)</li>
<li>Microsoft 365 Administrator Associate (MS-102)</li>
<li>Endpoint Administrator Associate (MD-102)</li>
<li>Security, Compliance, and Identity Fundamentals (SC-900)</li></ul> 


Education &amp; Certifications
<ul>
<li>Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred.</li>
<li>Equivalent professional experience may be substituted for formal education.</li>
<li>Relevant Microsoft certifications are encouraged and supported.</li>
<li>Ability to obtain and maintain certifications aligned with business and customer requirements.</li></ul> 


Career Growth &amp; Development

At eGroup, Service Delivery Engineers are encouraged to grow their technical expertise, pursue certifications, and build career paths aligned with their strengths and interests. 
Typical progression may include Service Delivery Engineer I, Service Delivery Engineer II, and Senior Service Delivery Engineer, with increasing ownership of complex issues, customer environments, mentoring, process improvement, and technical leadership. 
As skills and business acumen grow, future opportunities may include Escalation Engineering, Security Engineering or Analysis, Cloud Architecture, Data Center Engineering, AI Architecture, Managed Services Leadership, or Customer Success. 
Work Environment

100% remote position within the United States.

Company-provided equipment.

Reliable high-speed internet connection required.

Participation in shift coverage, on-call rotation, holidays, and occasional overtime as required.

Occasional travel for company meetings, training, or team events. 
Please complete this candidate questionnaire. It allows us to learn more about our candidates and create customized interview questions. Candidates with completed questionnaires will receive priority review.</div>

Service Delivery Engineer I - Remote US

<div>eGroup is a nine-time Microsoft Partner of the Year award winner specializing in Modern Workplace solutions that help organizations communicate, collaborate, and work more securely in the cloud. 
As a 100% remote organization with team members across the United States, we are driven by results, innovation, and exceptional customer experiences. Our culture is rooted in collaboration, accountability, and continuous learning, and we challenge one another to deliver meaningful outcomes for our clients every day. 
eGroup is seeking an experienced and customer-focused Organizational Change Management (OCM) Consultant to join our growing Modern Work practice. In this role, you will partner with clients to lead the people side of change, ensuring technology and business transformation initiatives achieve adoption, utilization, and business value objectives. You will work alongside technical consultants, project teams, and business stakeholders to develop and execute change strategies that minimize risk, accelerate adoption, and create positive user experiences. This role requires a strong understanding of organizational change principles combined with the ability to navigate technology-focused initiatives. While this is not a technical implementation role, successful candidates must be comfortable working within Microsoft-centric digital transformation projects and translating technical change into business impact. This position does not include direct supervisory responsibilities but requires strong leadership, influence, and stakeholder management capabilities across client and internal teams. 
Key Responsibilities

Client Consulting &amp; Change Leadership
<ul>
<li>Partner with clients to identify business challenges, opportunities, and organizational needs related to transformation initiatives.</li>
<li>Collaborate with technical consultants and project teams to align business outcomes, adoption goals, and solution strategies.</li>
<li>Apply structured organizational change management methodologies to client engagements.</li>
<li>Assess organizational readiness, stakeholder impacts, and adoption risks.</li>
<li>Develop and execute comprehensive change management strategies that support successful project outcomes.</li>
<li>Coach project teams, change champions, managers, and executive stakeholders throughout the change journey.</li>
<li>Lead change management activities to deliver outcomes on time, within scope, and aligned to business objectives.</li>
<li>Monitor, manage, and escalate project risks and issues as needed.</li>
<li>Measure and analyze the effectiveness of adoption and change management efforts.</li></ul> 


Change Management Deliverables

Create and maintain:
<ul>
<li>Organizational Change Management Charters</li>
<li>Stakeholder and Impact Assessments</li>
<li>Success Criteria and Gap Analyses</li>
<li>Communication Strategies and Plans</li>
<li>Training Strategies and Learning Plans</li>
<li>Change Reinforcement Strategies</li>
<li>Adoption Metrics and Success Measurements</li>
<li>ROI, Satisfaction, and Effectiveness Assessments</li></ul> 


Internal Practice Development
<ul>
<li>Mentor and coach fellow OCM consultants to support professional growth and knowledge sharing.</li>
<li>Contribute to onboarding and training programs for new team members.</li>
<li>Enhance and expand eGroup's library of reusable OCM assets and templates, including:
<ul><li>Personas</li>
<li>Use Cases</li>
<li>Impact Assessments</li>
<li>Risk Frameworks</li>
<li>Communication Templates</li>
<li>Training Materials</li>
</ul></li><li>Participate in internal transformation initiatives by providing change management expertise, communication support, and adoption guidance.</li></ul> 


Business Development &amp; Presales Support
<ul>
<li>Partner with sales and solution teams to identify opportunities where change management services add value for clients.</li>
<li>Assist with discovery sessions, proposals, presentations, and solution development.</li>
<li>Research market trends and identify opportunities for new service offerings.</li>
<li>Participate in strategic planning initiatives with Microsoft, strategic partners, clients, and internal leadership.</li></ul> 


What Makes You Successful

The ideal candidate thrives in a fast-paced consulting environment, embraces ambiguity, and can confidently engage stakeholders at every level of an organization&mdash;from frontline employees to executive leadership.

You are equally comfortable developing strategy, facilitating workshops, coaching leaders, and building practical deliverables that drive measurable adoption outcomes. 
Required Qualifications
<ul>
<li>Minimum of 4 years of organizational change management, transformation, or consulting experience.</li>
<li>Experience applying change management methodologies, frameworks, and best practices.</li>
<li>Experience driving organizational adoption during business process or technology transformations.</li>
<li>Strong stakeholder engagement and executive communication skills.</li>
<li>Experience developing and delivering training programs for diverse audiences and learning styles.</li>
<li>Exceptional verbal, written, facilitation, and presentation skills.</li>
<li>Demonstrated ability to influence without direct authority.</li>
<li>Strong analytical thinking, problem-solving, and decision-making abilities.</li>
<li>Proven ability to manage competing priorities and navigate ambiguity.</li>
<li>Experience working in remote and distributed environments.</li></ul> 


Preferred Qualifications
<ul>
<li>Experience supporting Microsoft technology adoption initiatives, including Microsoft 365, Teams, SharePoint, Power Platform, or related platforms.</li>
<li>Experience driving Microsoft 365 Copilot adoption at scale, including stakeholder engagement, communications, training, champion networks, success measurement, and ongoing reinforcement strategies that increase utilization and business value realization.</li>
<li>Experience within a consulting or professional services organization.</li>
<li>Organizational change management certification such as:
<ul><li>Prosci</li>
<li>CCMP</li>
<li>Other equivalent certifications</li>
</ul></li><li>Experience measuring adoption, utilization, and business outcomes through analytics and reporting.</li>
<li>Bachelor's degree or equivalent combination of education and relevant experience.</li></ul> 


Travel Requirements
<ul>
<li>This is a remote position.</li>
<li>Travel of up to 20% may be required based on client and business needs.</li></ul> 


Why eGroup?

At eGroup, you'll work alongside industry-leading consultants who are passionate about helping organizations embrace technology and transform the way they work. You'll have the opportunity to influence meaningful change, partner with enterprise clients, collaborate with Microsoft, and be part of a team that values innovation, growth, and exceptional customer experiences. 
 
Please complete this candidate questionnaire. We use it to craft tailored interview questions unique to each candidate. OCM Candidate Questionnaire</div>

Organizational Change Management Consultant

Join eGroup Enabling Technologies and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

eGroup Enabling Technologies

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Service Delivery Engineer I - Remote US

Organizational Change Management Consultant