Service Delivery Tech II - Escalations & Mentorship, Remote

Auxiom; Rochester (MI); Híbrido; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Auxiom is seeking a Service Delivery Technician to provide advanced IT support for our Rochester, MI clients. You will handle escalated tickets, support diverse environments including Microsoft 365, Windows Server, and networking gear, and mentor junior staff.

The role involves remote work, on-call duties, and creating reliable client-facing documentation. A strong foundation in IT and server/networking skills is essential for success in this MSP environment.

Formación

• Years of service-desk experience with ticketing systems.
• Strong ability to troubleshoot complex issues across servers, networking, and desktops.
• Bachelor’s degree in IT or related field or equivalent experience.

Responsabilidades

• Serve as an escalation point for issues beyond Level 1 technicians.
• Provide advanced troubleshooting across Microsoft 365, Windows Server (IIS, Exchange, AD), Palo Alto, Juniper, Windows and Mac systems.
• Support client environments including VPNs, firewalls, backups, and restores.
• Remote support for client devices using Datto RMM and automation tools.
• Communicate professionally by phone, email, and chat; participate in on-call rotation 24x7x365.
• Document interactions and resolutions in AutoTask PSA; create client-facing docs.
• Mentor Level 1 technicians and assist with project work and vendor meetings.

Conocimientos

Escalation handling

Remote support

Mentoring

Vendor coordination

Documentation

Educación

Bachelor’s degree in IT (or related field)

Herramientas

Datto RMM

AutoTask PSA

Descripción del empleo

Auxiom is seeking a Service Delivery Technician to provide advanced IT support for our Rochester, MI clients. You will handle escalated tickets, support diverse environments including Microsoft 365, Windows Server, and networking gear, and mentor junior staff.

The role involves remote work, on-call duties, and creating reliable client-facing documentation. A strong foundation in IT and server/networking skills is essential for success in this MSP environment.