Service Delivery Engineer

Role Overview and Responsibilities

The Service Delivery Engineer supports day-to-day IT service delivery for the Kansas site while also providing remote support to virtual teams as part of a global IT organization. The Service Delivery Engineer helps employees resolve technology issues, supports local IT systems, infrastructure, and end-user technology, and follows established IT processes to deliver reliable, customer-focused support.

• Serve as the primary local IT contact for day-to-day support needs, including incidents, service requests, and routine changes.
• Work with regional, global, and virtual IT teams to troubleshoot issues, manage escalations, and support timely ticket resolution.
• Support local IT systems and equipment, including servers, storage, telecommunications, networking, end-user devices, and meeting room technology.
• Affiliate with backup checks and ensure backup media is handled and stored according to company policy.
• Maintain accurate asset records, support notes, and local IT documentation.
• Create and maintain user accounts, permissions, and access controls according to Group IT standards.
• Support Microsoft Windows, Microsoft 365, Teams, and related collaboration tools.
• Follow Group IT policies, security requirements, audit standards, and established support processes.
• Support onsite IT budgeting and expense tracking as needed.
• Take part in IT Projects, technology/system enhancements, and upgrades when required.

Core Requirements

• Provides responsive, customer-focused IT support.
• Troubleshoots hardware, software, network, and system issues.
• Solves problems using sound judgment and practical solutions.
• Communicates effectively with technical and non-technical users.
• Collaborates with local, regional, and global IT teams.
• Prioritizes work and manages multiple support requests.
• Takes ownership and follows through on commitments.
• Adapts to changing technologies and business needs.
• Maintains accurate documentation and IT asset records.
• Pursues continuous learning and process improvement.

Desirable Skills and Experience

• Associate degree in Information Technology, Information Systems, or related field; equivalent experience may be considered.
• Two years of experience in IT support, help desk, desktop support, or a similar technical support role preferred.
• Experience supporting Microsoft Windows, Microsoft 365, Teams, and Active Directory.
• Working knowledge of desktop hardware, networking, server, and storage technologies.
• Experience with Windows Server, Nutanix, backup solutions (e.g., HYCU or Backup Exec), VoIP, conferencing technologies, and ITIL service management principles preferred.
• Strong troubleshooting, customer service, communication, and organizational skills.
• Ability to manage multiple priorities while delivering responsive customer support.