Senior MSP Service Delivery Engineer

Heidi Chef Solutions LLC; Dubai; On-site; AED 279,000 - 469,000; Full time

Job summary

Heidi Chef Solutions LLC in Dubai, United Arab Emirates seeks a Service Delivery Engineer to lead hands-on MSP delivery activities end-to-end, ensuring work is completed to standard and on time. You will collaborate with L1–L3 engineers, run service delivery calls, and maintain strong documentation and customer updates.

You will own onboarding, optimize RMM and monitoring tools, manage tickets to closure, and identify improvement opportunities.

Qualifications

• Minimum 5+ years in MSP or IT service delivery.
• Experience onboarding multiple customers.
• Strong troubleshooting across Windows servers, endpoints, and security.
• Experience with SLA-driven operations and ticketing.
• Ability to run customer calls and present action plans.
• Active technical certifications preferred.

Responsibilities

• Execute hands-on MSP delivery end-to-end.
• Lead customer onboarding and transition to steady-state.
• Collaborate with engineers to plan, deliver, and close tasks.
• Configure and support endpoints, servers, networking, and security controls.
• Maintain MSP toolsets and run service reviews with customers.
• Close tickets with accurate notes and evidence.
• Escalate blockers and drive timely resolutions.
• Maintain customer documentation and change records.

Skills

Customer-facing delivery

Ownership mindset

Documentation discipline

Structured communication

Ticketing & SLA focus

Onboarding expertise

Education

CCNA

Network+

Security+

ITIL Foundation

Fortinet NSE4/FCP

Tools

Autotask PSA

RMM tools

Monitoring platform

Backup/Restore tools

Documentation systems

Job description

Heidi Chef Solutions LLC in Dubai, United Arab Emirates seeks a Service Delivery Engineer to lead hands-on MSP delivery activities end-to-end, ensuring work is completed to standard and on time. You will collaborate with L1–L3 engineers, run service delivery calls, and maintain strong documentation and customer updates.

You will own onboarding, optimize RMM and monitoring tools, manage tickets to closure, and identify improvement opportunities.