Service Delivery Engineer - Remote US

Company Description 

eGroup Enabling Technologies is a five-time winner of Microsoft's Partner of the Year Award, specializing in Modern Workplace Technologies that promote secure communication and collaboration in the Cloud. eGroup Enabling Technologies is a 100% remote organization with staff throughout the United States. We are a results-focused organization with an exceptional team that consistently and effectively challenges each other to provide the best customer experiences. 

Job Title 

eGroup Enabling Technologies is seeking applications to join our Service Delivery Engineer team. The selected applicant will join a growing practice, working with clients to bring a blend of technical expertise and problem-solving methodologies to provide top quality service for eGroup Enabling Technologies’ customers.  This position is a shift position that may include evening or overnight shift assignment.  The shift assignment is to be determined during the interview cycle. 

Job Purpose 

Service Delivery Engineer will have the ability to qualify, troubleshoot, and resolve or escalate issues from clients that contract with eGroup Enabling Technologies for their managed solutions. Service Delivery Engineers support Azure, Office 365, Intune\Endpoint Manager, Microsoft Teams, Skype for Business Online and on-premises network troubleshooting, server, workstation, and end user support.  This role does not have supervisory responsibility but requires engineers to work with client and internal resources to manage their systems. 

Job Duties and Responsibilities 

Service Delivery Engineers must be a strong technologist with solid business and communications skills. Ideal candidates are as comfortable working with a technical team as they are with client business users and know how to build bridges between the two audiences. Service Delivery Engineers develop relationships with key IT customer team members to help them achieve their goals. 

• Monitor and manage simple to complex Microsoft cloud and on-premises infrastructure solutions 
• Review and update technical documents to maintain current and future cloud platforms 

• Administer Microsoft Azure to meet our customers’ technical, security, and business needs for apps/workloads 
• Monitoring, acting on planned/unplanned outage notifications 
• Facilitation of meeting ongoing security and compliance requirements 
• Supporting processes for Office 365 license assignment, altering, and removal with end users 
• Provide input to continuous service improvements 
• Provide management for the product offerings around Microsoft E3/E5 Suite, Active Directory, Exchange, Microsoft Skype for Business and Teams with Voice, Poly, AudioCodes 
• Escalate tickets and work with vendors and partners 
• Work with other eGroup Enabling Technologies engineers and partners to grow the business and prepare for future customer needs 

Required Qualifications 

A successful candidate must thrive in an ever-changing environment and will have the following experience and/or skills: 

Education 

Bachelor’s Degree in Computer Science, or a similar field. An equivalent combination of education and experience may substitute for a degree. 

Experience 

• 2+ years of relevant Managed Services and/or Consulting/IT experience 

• 1+ years of relevant Microsoft Azure\M365 design, support, or delivery experience 
• Experience with MSP toolsets preferred (RMM, etc.) 
• Experience with PowerShell Scripting, particularly for Microsoft Applications/Azure products 
• Experience with provisioning a virtualized cloud service environment 
• Experience with Windows Servers\Desktop OS, and Active Directory 

Knowledge, Skills, and Abilities 

• Knowledge of infrastructure solutions, especially in relation to Microsoft solutions, system security, enterprise directories, and cloud technologies. 
• Knowledge of current IT market challenges/initiatives (Cloud, Virtualization, Mobility, BYOD, UC) 
• Intermediate knowledge of networking, including DNS, TCP/IP, VPN, Switches, Firewalls 
• Excellent customer service, effective verbal, and written communication abilities 
• Knowledge of Azure IaaS and/or Azure Networking Stack 
• Knowledge of Microsoft Defender Suite (Endpoint, Identity, M365, Cloud Apps) 
• Knowledge of Microsoft Endpoint Manager and Intune 
• Knowledge of Power BI and Microsoft Azure reporting as plus 
• Ability to obtain and maintain vendor professional certifications as necessary to achieve company/departmental goals 

Working Conditions 

This position and eGroup Enabling Technologies is a 100% remote environment. Candidates should have access to a productive work environment with the ability to complete work entirely on a company provided computer. Access to a strong internet connection is essential. 

Job Type: Full-time 

Benefits: 

• 401(k) 
• 401(k) matching 
• Dental insurance 
• Flexible schedule 
• Health insurance 
• Life insurance 
• Paid time off 
• Referral program 
• Vision insurance 

Schedule: 

• 8-10 hour shift (TBD) 
  
• On Call 
• Overtime 
• Holidays 
• Occasional Travel for Company Meetings 

Compensation$55,000 base, negotiable based on relevant skills/experience, plus variable-based incentives or commissions