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.