Technical Consultant

Purpose

The Service Delivery Engineer is responsible for delivering hands-on managed services activities end-to-end, ensuring tasks are completed to standard, within agreed timelines, and properly closed out. The position requires a technically capable, delivery-focused individual who can work across multiple customer environments, collaborate closely with engineers, run service delivery calls, and maintain strong standards in documentation, communication, and task closure.

Work Overview

• Execute hands-on MSP delivery activities end-to-end, ensuring work is completed to standard and within agreed timelines.
• Lead customer onboarding activities and ensure a smooth transition into steady-state support operations.
• Work closely with L1/L2/L3 engineers to plan, deliver, validate, and close technical tasks across customer environment.
• Implement and support technical activities across client infrastructure including endpoints, servers, networking, and security controls.
• Configure, maintain, and optimize MSP tool sets including RMM, monitoring, patching, and security platforms.
• Facilitate Service Delivery / Service Review calls with customers and manage action plans through to closure.
• Ensure all tickets and tasks are closed to a high quality standard, with clear technical notes, supporting evidence, and customer updates.
• Troubleshoot escalated issues as required to prevent delivery delays and ensure service continuity.
• Identify service improvement opportunities during delivery and translate them into actionable work items.
• Maintain accurate customer documentation, ensuring all changes are recorded and kept up to date.
• Escalate blockers early, coordinate dependencies, and ensure timely resolution to avoid impact to delivery.
• Performs other duties within the scope of the role to support the organization's goals.

Qualifications and Education Requirements

• Minimum 5+ years experience in an MSP environment or IT service delivery role.
• Proven experience handling onboarding and service delivery across multiple customers.
• Technical Skills (Required)
• Strong understanding and hands-on troubleshooting experience in:
• Windows desktop support and administration
• Windows Server fundamentals (AD/DNS/GPO basic support)
• Networking fundamentals (TCP/IP, VLAN concepts, DHCP, DNS)
• Endpoint security concepts (AV/EDR and baseline controls)
• Backup/restore concepts and validation

• Experience working with (Required)
• Ticketing systems and SLA-driven operations
• RMM tools and monitoring platform

• Client-Facing & Delivery Skills (Required)
• Confident running customer calls and presenting action plans professionally.
• Strong ownership mindset and ability to drive work through to completion without being chased.
• Strong documentation discipline and structured communication.

• Preferably at least one active technical certification OR commitment to complete certification within probation period

• Preferred certifications include:
• Microsoft: MS-900 / AZ-900 / SC-900 (or higher)
• Networking: CCNA / Network+
• Security: Security+
• ITSM: ITIL Foundation
• Firewall / Security Vendor: Fortinet NSE4/FCP (advantage)

• Tools & Platforms (Preferred Exposure)
• RMM: NinjaRMM (or equivalent)
• PSA/Ticketing: Autotask (or equivalent)
• Microsoft 365 / Entra ID
• Endpoint protection / security monitoring tools
• Documentation systems and operational trackers