Technical Consultant

PurposeThe 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 OverviewExecute 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 RequirementsMinimum 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 administrationWindows 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 validationExperience working with (Required)Ticketing systems and SLA-driven operationsRMM tools and monitoring platformClient-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 periodPreferred certifications include:Microsoft: MS-900 / AZ-900 / SC-900 (or higher)Networking: CCNA / Network+Security: Security+ITSM: ITIL FoundationFirewall / Security Vendor: Fortinet NSE4/FCP (advantage)Tools & Platforms (Preferred Exposure)RMM: NinjaRMM (or equivalent)PSA/Ticketing: Autotask (or equivalent)Microsoft 365 / Entra IDEndpoint protection / security monitoring toolsDocumentation systems and operational trackers#J-18808-Ljbffr