Role Snapshot
Level 3 Service Desk Engineer providing expert-level technical support and serving as the primary escalation point for complex client issues while mentoring junior technicians. This role is critical to Auxiom's service delivery, combining deep technical expertise across infrastructure, cloud, and security platforms with leadership and client-focused professionalism.
Job Description
The Service Delivery Engineer delivers expert-level technical support to Auxiom clients, ensuring efficient resolution of the most complex issues while maintaining outstanding client satisfaction. This role serves as a high-level escalation point for the support team, provides mentorship to Level 1 and Level 2 technicians, and supports a broad range of systems including networking, firewalls, servers, cloud platforms, and end-user devices. The Service Delivery Engineer is instrumental in strengthening Auxiom’s service delivery by combining deep technical expertise with leadership and client-focused professionalism.
Client Service & Delivery
- Act as the primary escalation point for complex client issues unresolved by Level 1 and 2 technicians.
- Provide advanced troubleshooting and support across Microsoft 365, Windows Server (IIS, Exchange, Active Directory, Intune endpoint management and virtual Azure environments), Palo Alto, Juniper, Apple/Mac, and Windows desktop environments.
- Manage and troubleshoot networking, firewall, and VPN issues.
- Configure and administer multifactor authentication and single sign-on platforms (e.g., Duo, Okta).
- Support client environments through Datto RMM and other remote tools, leveraging automation for system administration.
- Maintain professional, client-friendly communication by phone, email, and chat.
- Participate in an on-call rotation to provide 24x7x365 emergency support.
- Accurately document all issues, troubleshooting steps, and resolutions in AutoTask PSA.
- Create and update client-facing documentation to improve knowledge and efficiency.
Team Collaboration & Mentorship
- Mentor and guide Level 1 and Level 2 technicians, providing training, coaching, and technical support.
- Collaborate with peers and vendors to resolve escalated client issues effectively.
- Contribute to internal process and procedure documentation to standardize and improve service delivery.
- Participate in team and vendor meetings to align on technical priorities and client needs.
Quality & Process Responsibilities
- Ensure tickets and documentation reflect professionalism, completeness, and accuracy.
- Monitor system health across servers, desktops, and networks to proactively address issues.
- Implement best practices in networking, backup, and recovery to maintain system resilience.
- Assist with various client projects, applying expertise to ensure successful outcomes.
Key Metrics of Success
- Escalated client issues are resolved efficiently with minimal disruption.
- Level 1 and 2 technicians gain skills and confidence through effective mentorship.
- SLA compliance and client satisfaction remain consistently high.
- Documentation and procedures are accurate, thorough, and contribute to service consistency.
- Demonstrates leadership by combining technical depth with a client-first approach.
Qualifications & Experience
- Minimum five years’ experience on a service desk/help desk team with ticketing systems.
- Strong troubleshooting expertise across networking, servers, and desktops.
- Bachelor’s degree in IT (or related field) or equivalent experience.
- Four years’ experience supporting Windows Server environments (Active Directory, File and Storage Services, Remote Desktop Services).
- Familiarity with hypervisor platforms such as VMware and Hyper-V.
- Experience configuring and managing enterprise firewalls, switches, and wireless access points.
- Solid knowledge of TCP/IP, DNS, DHCP, routing, switching, and wireless networking technologies.
- Strong understanding of backup and recovery practices.
- Experience administering MFA/SSO platforms (e.g., Duo, Okta).
- Ability to work independently and within a team, balancing multiple priorities.
- Excellent communication skills with a client-focused mindset.
- Ability to mentor and guide technicians at all levels.
Preferred Qualifications
- Knowledge of Apple devices (Mac OS, iOS).
- Experience with Palo Alto firewalls and Juniper switches/APs.
- Experience with MS SQL Server (2008+).
- Certifications such as Palo Alto, Juniper, Datto Siris, or equivalent.
- Prior experience in a Managed Service Provider (MSP) environment.