Service Delivery Engineer I - Remote US

About the role

eGroup Enabling Technologies is seeking a Service Delivery Engineer I to join our Managed Services team. This role supports, troubleshoots, monitors, and maintains Microsoft cloud and infrastructure environments for a diverse portfolio of clients.

Responsibilities

• Troubleshoot, resolve, and document technical issues across Microsoft cloud and on-premises environments.
• Respond to service requests, incidents, alerts, and escalations in accordance with established service level agreements (SLAs).
• Escalate complex issues appropriately while maintaining ownership and driving resolution.
• Collaborate with vendors, partners, and internal engineering teams to resolve customer-impacting issues.
• Administer and support Microsoft Azure, Microsoft 365, Exchange Online, Teams, Intune, Entra ID (Azure Active Directory), and related technologies.
• Maintain and monitor cloud and infrastructure environments to ensure stability, performance, security, and compliance.
• Support license administration, user provisioning, access management, and device lifecycle activities.
• Assist with deployment, configuration, and maintenance of cloud-based workloads and services.
• Deliver exceptional customer service through clear, professional, and timely communication.
• Build trusted relationships with client stakeholders by demonstrating technical expertise and accountability.
• Translate technical concepts into business-friendly language when working with non-technical users.
• Maintain detailed documentation of troubleshooting activities, resolutions, and environment changes.
• Actively monitor client environments and respond to planned or unplanned outage notifications.
• Support operational processes related to security, compliance, and system health.
• Aid in the administration of Microsoft Defender and security-focused technologies.
• Identify trends, recurring issues, and opportunities for proactive remediation.
• Contribute to service improvement initiatives that increase efficiency, reliability, and customer satisfaction.
• Maintain and enhance technical documentation, standards, and operational procedures.
• Participate in knowledge sharing, cross-training, and professional development activities.
• Stay current on Microsoft technologies, emerging trends, and best practices.

Requirements

• 2+ years of experience in Managed Services, Technical Support, IT Operations, Consulting, or a related technology environment.
• 1+ years of experience supporting Microsoft Azure and/or Microsoft 365 environments.
• Experience administering Windows Server, Windows Desktop, and Active Directory environments.
• Experience troubleshooting networking fundamentals including DNS, TCP/IP, VPN connectivity, switching, and firewall concepts.
• Experience using IT service management or managed service provider (MSP) toolsets such as RMM, monitoring, or ticketing platforms.
• Technical Knowledge:
  • Microsoft Azure infrastructure and cloud services.
  • Microsoft 365 administration and support.
  • Microsoft Intune and Endpoint Management.
  • Microsoft Teams and collaboration technologies.
  • Microsoft Defender security solutions, including Endpoint, Identity, Microsoft 365, and Cloud Apps.
  • Enterprise identity and access management concepts.
  • Virtualization and cloud-hosted environments.
• Professional Skills:
  • Strong troubleshooting and problem-solving abilities.
  • Excellent customer service and communication skills.
  • Ability to prioritize and manage multiple issues simultaneously.
  • Strong attention to detail and documentation practices.
  • Ability to perform effectively in a fast-paced, client-focused environment.
  • Ability to work independently while collaborating across distributed teams.

Qualifications

• Experience Required:
• 2+ years of experience in Managed Services, Technical Support, IT Operations, Consulting, or a related technology environment.
• 1+ years of experience supporting Microsoft Azure and/or Microsoft 365 environments.
• Experience administering Windows Server, Windows Desktop, and Active Directory environments.
• Experience troubleshooting networking fundamentals including DNS, TCP/IP, VPN connectivity, switching, and firewall concepts.
• Experience using IT service management or managed service provider (MSP) toolsets such as RMM, monitoring, or ticketing platforms.
• Technical Knowledge:
  • Microsoft Azure infrastructure and cloud services.
  • Microsoft 365 administration and support.
  • Microsoft Intune and Endpoint Management.
  • Microsoft Teams and collaboration technologies.
  • Microsoft Defender security solutions, including Endpoint, Identity, Microsoft 365, and Cloud Apps.
  • Enterprise identity and access management concepts.
  • Virtualization and cloud-hosted environments.
• Professional Skills:
  • Strong troubleshooting and problem-solving abilities.
  • Excellent customer service and communication skills.
  • Ability to prioritize and manage multiple issues simultaneously.
  • Strong attention to detail and documentation practices.
  • Ability to perform effectively in a fast-paced, client-focused environment.
  • Ability to work independently while collaborating across distributed teams.

Benefits

This position operates in a shift-based support model. Assigned shifts may include daytime, evening, overnight, weekend, or holiday coverage based on business and customer requirements. Specific shift assignments will be discussed during the interview process.

Pay

Compensation is competitive and commensurate with experience and qualifications. Details will be shared during the interview process.

Schedule

The position requires flexible scheduling to accommodate shift coverage, on-call rotations, holidays, and occasional overtime as needed.

Company Information

eGroup Enabling Technologies is a Microsoft Solutions Partner focused on helping organizations modernize, secure, and optimize their technology environments. We are committed to delivering exceptional customer experiences through technical excellence, collaboration, and continuous improvement. Our teams partner with clients across cloud, security, infrastructure, collaboration, and managed services to provide strategic guidance and world-class support.