Level 3 Service Desk Engineer

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.

Requirements

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.