Technical Consultant

Heidi Chef Solutions LLC; Dubai; On-site; AED 140,000 - 180,000; Full time

Job summary

A managed services company in Dubai is seeking a Service Delivery Engineer to deliver hands-on managed services activities end-to-end. The ideal candidate will have over 5 years of experience in an IT service delivery role, emphasizing strong troubleshooting skills, customer management, and documentation discipline. Responsibilities include executing delivery activities, leading onboarding, and ensuring tasks are completed on time and to standards. Competitive compensation and opportunities for professional growth are offered.

Qualifications

• Minimum 5+ years experience in an MSP environment or IT service delivery role.
• Proven experience handling onboarding and service delivery across multiple customers.
• Strong ownership mindset and ability to drive work through to completion.

Responsibilities

• Execute hands-on MSP delivery activities end-to-end.
• Lead customer onboarding activities.
• Ensure all tickets and tasks are closed to a high-quality standard.

Skills

Troubleshooting experience in Windows Server

Understanding of endpoint security concepts

Experience with ticketing systems

Client-facing skills

Education

Minimum 5+ years experience in MSP environment

Commitment to complete certification

Tools

RMM tools

Autotask or equivalent

Job description

Dubai, United Arab Emirates | Posted on 29/01/2026

The Service Delivery Engineer is responsible for delivering hands‑on managed services activities end‑to‑end, ensuring tasks are completed to standard, within agreed timelines, and properly closed out.

The position requires a technically capable, delivery‑focused individual who can work across multiple customer environments, collaborate closely with engineers, run service delivery calls, and maintain strong standards in documentation, communication, and task closure.

Work Overview

• Execute hands‑on MSP delivery activities end‑to‑end, ensuring work is completed to standard and within agreed timelines.
• Lead customer onboarding activities and ensure smooth transition into steady‑state support operations.
• Work closely with L1/L2/L3 engineers to plan, deliver, validate, and close technical tasks across customer environment.
• Implement and support technical activities across client infrastructure including endpoints, servers, networking, and security controls.
• Configure, maintain, and optimize MSP tool sets including RMM, monitoring, patching, and security platforms.
• Facilitate Service Delivery / Service Review calls with customers and manage action plans through to closure.
• Ensure all tickets and tasks are closed to a high‑quality standard, with clear technical notes, supporting evidence, and customer updates.
• Troubleshoot escalated issues as required to prevent delivery delays and ensure service continuity.
• Identify service improvement opportunities during delivery and translate them into actionable work items.
• Maintain accurate customer documentation, ensuring all changes are recorded and kept up to date.
• Escalate blockers early, coordinate dependencies, and ensure timely resolution to avoid impact to delivery.
• Performs other duties within the scope of the role to support the organization's goals.

Qualifications and Education Requirements

• Minimum 5+ years experience in an MSP environment or IT service delivery role.
• Proven experience handling onboarding and service delivery across multiple customers.
• Technical Skills (Required)
• Strong understanding and hands‑on troubleshooting experience in:
• Windows Server fundamentals (AD/DNS/GPO basic support)
• Endpoint security concepts (AV/EDR and baseline controls)
• Backup/restore concepts and validation
• Experience working with (Required)
• Ticketing systems and SLA‑driven operations
• RMM tools and monitoring platform
• Client‑Facing & Delivery Skills (Required)
• Confident running customer calls and presenting action plans professionally.
• Strong ownership mindset and ability to drive work through to completion without being chased.
• Strong documentation discipline and structured communication.
• Preferably at least one active technical certification OR commitment to complete certification within probation period
• Preferred certifications include:
• Networking: CCNA / Network+
• Security: Security+
• ITSM: ITIL Foundation
• Firewall / Security Vendor: Fortinet NSE4/FCP (advantage)
• Tools & Platforms (Preferred Exposure)
• PSA/Ticketing: Autotask (or equivalent)
• Endpoint protection / security monitoring tools
• Documentation systems and operational trackers