Senior Service Delivery Engineer - Networking & Cloud

Socket.dev; Rochester (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Axiom based MSP is seeking a Service Delivery Engineer to provide elite technical support and act as a high-level escalation point for complex client issues in diverse environments. You will mentor Level 1/2 technicians and support networks, servers, and cloud platforms while maintaining strong client relations.

You will handle advanced troubleshooting acrossMicrosoft 365, Windows Server, firewalls, VPNs, and MFA/SSO, with a focus on documentation, process improvement, and 24x7 on-call coverage

Qualifications

• Minimum five years’ experience on a service desk/help desk team with ticketing systems.
• Strong troubleshooting across networking, servers, and desktops.
• Bachelor’s degree in IT (or related field) or equivalent experience.
• Four years’ experience supporting Windows Server environments (Active Directory, File and Storage Services, Remote Desktop Services).
• Familiarity with VMware and Hyper‑V.
• Experience configuring and managing enterprise firewalls, switches, and wireless access points.
• Solid knowledge of TCP/IP, DNS, DHCP, routing, switching, and wireless networking technologies.
• Strong understanding of backup and recovery practices.
• Experience administering MFA/SSO platforms (e.g., Duo, Okta).
• Ability to work independently and within a team, balancing multiple priorities.
• 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, firewall and VPN issues.
• Manage and troubleshoot networking, devices, and remote environments.
• Configure and administer MFA/SSO platforms (Duo, Okta).
• Support client environments through remote tools and automation.
• Maintain professional client communication by phone, email, and chat.
• Participate in on-call rotation for 24x7x365 support.
• Document issues, steps, and resolutions in PSA system.
• Create and update client-facing documentation to improve efficiency.
• Mentor Level 1/2 technicians and collaborate with peers and vendors.

Skills

Escalation management

Networking knowledge

Server administration

Windows expertise

Communication skills

Education

Bachelor’s degree in IT or related field

Tools

Datto RMM

VMware

Hyper-V

MFA/SSO tools (Duo/Okta)

Palo Alto

Juniper

Job description

Axiom based MSP is seeking a Service Delivery Engineer to provide elite technical support and act as a high-level escalation point for complex client issues in diverse environments. You will mentor Level 1/2 technicians and support networks, servers, and cloud platforms while maintaining strong client relations.

You will handle advanced troubleshooting acrossMicrosoft 365, Windows Server, firewalls, VPNs, and MFA/SSO, with a focus on documentation, process improvement, and 24x7 on-call coverage