Senior Service Delivery Engineer: Escalation & Mentorship

Auxiom LLC; Rochester (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Auxiom LLC is seeking a Service Delivery Engineer to provide expert-level technical support, act as escalation for complex client issues, and mentor Level 1 and 2 technicians across networking, servers, cloud platforms, and end-user devices.

The role emphasizes leadership, client-focused professionalism, documentation in AutoTask PSA, and on-call rotation for 24x7 support, with a focus on delivering reliable, secure, and scalable solutions.

Qualifications

• Minimum five years’ experience on a service desk with ticketing.
• Strong troubleshooting across networking, servers, and desktops.
• Bachelor’s degree in IT (or related field) or equivalent experience.
• Familiarity with hypervisor platforms such as VMware and Hyper‑V.
• Experience configuring and managing enterprise firewalls, switches, and wireless access points.
• Experience administering MFA/SSO platforms (e.g., Duo, Okta).
• Excellent communication skills with a client-focused mindset.
• Ability to mentor and guide technicians at all levels.

Responsibilities

• Act as the primary escalation point for complex client issues unresolved by Level 1 and 2 technicians.
• Provide advanced troubleshooting and support across Microsoft 365, Windows Server, Palo Alto, Juniper, Apple/Mac, and Windows desktop environments.
• Manage and troubleshoot networking, firewall, and VPN issues.
• Configure and administer MFA/SSO platforms (e.g., Duo, Okta).
• Support client environments through Datto RMM and other remote tools, leveraging automation for system administration.
• Maintain professional, client-friendly communication by phone, email, and chat.
• Participate in an on-call rotation to provide 24x7x365 emergency support.
• Accurately document all issues, troubleshooting steps, and resolutions in AutoTask PSA.
• Create and update client-facing documentation to improve knowledge and efficiency.

Skills

Networking troubleshooting

Windows Server administration

MFA/SSO administration

Documentation & ticketing

Mentoring & leadership

Customer-focused communication

VMware/Hyper-V knowledge

Firewall/Switch configuration

Education

Bachelor’s degree in IT or related field

Tools

Datto RMM

AutoTask PSA

Duo

Okta

VMware

Hyper-V

Job description

Auxiom LLC is seeking a Service Delivery Engineer to provide expert-level technical support, act as escalation for complex client issues, and mentor Level 1 and 2 technicians across networking, servers, cloud platforms, and end-user devices.

The role emphasizes leadership, client-focused professionalism, documentation in AutoTask PSA, and on-call rotation for 24x7 support, with a focus on delivering reliable, secure, and scalable solutions.