Technical Service Engineer

About the Role

We are seeking an energetic Technical Service Engineer who will be instrumental in delivering dependable IT services and providing direct technical support within enterprise settings. This position blends responsibilities of service delivery management with infrastructure engineering, ensuring operational excellence while troubleshooting complex IT issues.

Key Responsibilities

• Oversee daily service delivery operations for designated customers and IT infrastructures.
• Guarantee fulfillment of service obligations as per established SLAs and KPIs.
• Serve as the main technical escalation point for incident resolution and service-related challenges.
• Generate routine service performance reports and suggest enhancements to quality of service.
• Collaborate with internal teams to promptly address incidents and service requests.
• Conduct hands-on troubleshooting of infrastructure components including servers, networks, cloud services, and enterprise software.
• Manage implementations such as system upgrades, patches, deployments, and configuration updates.
• Monitor live systems to ensure stability, high performance, and availability.
• Perform root cause analysis and apply corrective actions to prevent issue recurrence.
• Explore automation possibilities to streamline operational tasks and boost efficiency.
• Establish and nurture solid relationships with customers and stakeholders.
• Translate business needs into technical solutions and offer expert consultation.
• Communicate technical concepts effectively to both technical and non-technical audiences.
• Drive continuous improvements in service delivery processes and operational practices.
• Contribute to knowledge sharing through documentation and best practice development.
• Support initiatives aimed at enhancing customer satisfaction and operational excellence.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Demonstrated experience in enterprise infrastructure support, cloud environments, or IT managed services.
• Proficient in at least one area such as Microsoft Windows or Linux servers, networking, cloud platforms (Azure, AWS, GCP), enterprise applications, or DevOps automation and CI/CD.
• Experienced with system monitoring tools, incident handling, and advanced troubleshooting techniques.
• Familiarity with ITIL service management processes including Incident, Problem, and Change Management.
• Skilled in managing mission-critical production systems.
• Knowledge of scripting languages like PowerShell, Python, or Bash is a plus.
• Excellent analytical, problem-solving, and communication skills.
• Adept at working in dynamic, customer-facing environments.

Preferred Certifications

• ITIL Foundation Certification
• Cloud certifications such as Microsoft Azure, AWS, or Google Cloud.
• Background in Managed Services or large-scale Enterprise IT Operations.
• Experience directly supporting customers with technical service delivery.

Application Requirements

Applicants should send a detailed resume in MS Word format including details of educational background, comprehensive work history with reasons for leaving each position, last drawn salary, expected salary, and availability date to the designated email address.