Description:
The Service Delivery Technician provides advanced technical support to Auxiom clients, ensuring reliable resolution of complex issues and a seamless client experience. This role handles escalated service desk tickets, mentors Level 1 technicians, and supports a wide range of systems including servers, networking, firewalls, cloud platforms, and end-user devices. The Service Delivery Technician is critical in maintaining client trust by delivering solutions efficiently, documenting accurately, and contributing to continuous improvement across the support team.
Requirements:
Core Responsibilities
Client Service & Delivery
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Serve as an escalation point for client issues that cannot be resolved by Level 1 technicians.
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Provide advanced troubleshooting and support across Microsoft 365, Windows Servers (IIS, Exchange, Active Directory), Palo Alto, Juniper, Windows desktop, and Apple/Mac systems.
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Support client environments, including VPNs, firewalls, backups, and restores.
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Access and support client devices and systems remotely using Datto RMM and automation tools.
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Maintain professional, client-friendly communication by phone, email, and chat.
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Participate in an on-call rotation to provide 24x7x365 emergency support.
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Document client interactions, troubleshooting steps, and resolutions accurately in AutoTask PSA.
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Create and maintain client-facing documentation to ensure reliability and usability.
Team Collaboration & Mentorship
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Mentor and guide Level 1 technicians, offering training and support to improve their skills.
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Assist with project work as assigned, providing technical expertise and execution.
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Participate in meetings with vendors and internal teams to coordinate on client issues.
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Contribute to team process and procedure documentation for consistency and efficiency.
Quality & Process Responsibilities
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Ensure tickets and documentation reflect professional, complete, and accurate resolution details.
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Use system monitoring to proactively identify and resolve issues across servers, desktops, and networks.
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Support improvements in service delivery by identifying recurring technical problems and contributing to knowledge-sharing efforts.
Key Metrics of Success
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Client escalations are resolved efficiently, minimizing disruption.
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Level 1 technicians are mentored effectively, reducing repeat escalations.
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Tickets and documentation meet Auxiom’s standards of accuracy and professionalism.
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SLA compliance and client satisfaction remain consistently high.
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Demonstrates strong technical depth while maintaining a client-first service approach.
Qualifications & Experience
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Minimum two years’ experience on a service desk/help desk team with ticketing systems.
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Strong troubleshooting skills for complex issues across servers, networking, and desktops.
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Bachelor’s degree in IT (or related field) or equivalent experience.
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Two to three years’ experience supporting Windows Server environments (Active Directory, File and Storage Services, Remote Desktop Services).
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Experience with Windows desktop environments, printers, and Outlook/email configuration (Exchange, IMAP, SMTP).
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Solid understanding of networking technologies (TCP/IP, DNS, DHCP, wireless).
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Strong knowledge of backup and recovery practices.
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Ability to work independently, prioritize tasks, and manage multiple priorities.
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Excellent client relations skills — empathetic, attentive, and effective in communication.
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Ability to mentor junior technicians.
Preferred Qualifications
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Knowledge of Apple devices (Mac OS, iOS) and systems.
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Experience with MS SQL Server (2008+).
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Certifications such as Network+, MCP, Palo Alto, or Juniper.
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Prior experience in a Managed Service Provider (MSP) environment.
This position works in our Rochester office with some flexibility of working at home at times (based on WFH policy).
