Service Delivery Engineer 2

• Leads solutions and operating procedures within the group.

• Considered a subject matter expert within the group.

• Provide solutions and develops approaches to a variety of highly complex problems and determine technical objectives without direction.

• Frequently collaborates with other IT Support groups.

• Leads process improvements, identifies inefficiencies, and reports them to management; Assists management in coordinating and conducting team meetings and group discussions.

• Works with end customer to drive service improvement initiatives to continually improve IT and user experience.

• Understands and develops the ticketing system at a level capable of monitoring workflow, ensuring correct usage, and defining the scope of reports.

• Measures and analysis trends and identify innovation and efficiency opportunities.

• Will be asked to conduct training to other technicians or non-technical employees.

• Manage functions such as shift schedules, training, research issues, ad hoc reporting, and client escalation.

Skills:

• Highly skilled in hardware, software and/or operating systems environment

• Ability to influence others to achieve results

• Advanced mentoring/Coaching skills

• Good knowledge of appropriate networks, products and protocols

• Advanced troubleshooting skills

• Advanced customer Service skill

Education and Experience:

• Typically requires 6+ years of related experience

• ITIL & MCP/ MCSE/other hardware certifications.

Job ID: R253863

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