Service Delivery Engineer

Job Summary

The 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.

Requirements

Technical 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.