Technical Consultant

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

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

The Service Delivery Engineer is responsible for deliveringhands-on managed services activities end-to-end, ensuring tasks are completedto standard, within agreed timelines, and properly closed out.
The position requires a technically capable, delivery-focusedindividual who can work across multiple customer environments, collaborateclosely with engineers, run service delivery calls, and maintain strongstandards 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 asmooth 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 acrossclient infrastructure including endpoints, servers, networking, and securitycontrols.
  
• Configure, maintain, and optimize MSP tool sets including RMM, monitoring, patching, and security platforms.
  
• Facilitate Service Delivery / Service Review callswith customers and manage action plans through to closure.
  
• Ensure all tickets and tasks are closed to a highquality standard, with clear technical notes, supporting evidence, and customerupdates.
  
• Troubleshoot escalated issues as required to preventdelivery delays and ensure service continuity.
  
• Identify service improvement opportunities duringdelivery and translate them into actionable work items.
  
• Maintain accurate customer documentation, ensuring allchanges are recorded and kept up to date.
  
• Escalate blockers early, coordinate dependencies, andensure timely resolution to avoid impact to delivery.
  
• Performs other duties within the scope of the role tosupport the organization's goals.
  

Requirements

Qualifications and Education Requirements

• Minimum 5+ years experience in an MSP environment or ITservice delivery role.
  
• Proven experience handling onboarding and service deliveryacross multiple customers.
  
• Technical Skills (Required)
  
• Strong understanding andhands-on troubleshooting experience in:
  
• Windows Server fundamentals(AD/DNS/GPO basic support)
  
• Endpoint security concepts(AV/EDR and baseline controls)
  
• Backup/restore concepts andvalidation
  
• Experience working with(Required)
  
• Ticketing systems andSLA-driven operations
  
• RMM tools and monitoringplatform
  
• Client-Facing & DeliverySkills (Required)
  
• Confident running customercalls and presenting action plans professionally.
  
• Strong ownership mindset andability to drive work through to completion without being chased.
  
• Strong documentation disciplineand structured communication.
  
• Preferably at least one activetechnical certification OR commitment to complete certification withinprobation period
• Preferred certificationsinclude:
  
• Networking: CCNA / Network+
  
• Security: Security+
  
• ITSM: ITIL Foundation
  
• Firewall / Security Vendor:Fortinet NSE4/FCP (advantage)
  
• Tools & Platforms(Preferred Exposure)
  
• PSA/Ticketing: Autotask (orequivalent)
  
• Endpoint protection / securitymonitoring tools
  
• Documentation systems andoperational trackers