Service Delivery EngineerOverviewThe Service Delivery Engineer is our top technical position within the Service Delivery team and is the transition between Service Desk and IT Engineering technical support.& & This role is responsible for helping service delivery analysts solve technical issues, is the lead in directly supporting our largest and most complex customers and assists the Service Delivery Manager with delivering a quality “White glove” service.& The candidate will also work more closely with the DC Engineering team or Service Delivery management when troubleshooting issues that may be enterprise in scope rather than end-user only.& The Service Delivery Engineer will provide scheduled, hands-on technical support for our largest and most complex customers. The candidate has the ability to resolve difficult technical problems, is able to work independently, has a strong work ethic and excellent customer relation skills.& The Service Delivery Engineer will assist the CITMs and PMO teams in the delivery of small projects as per customer requirements. Finally, as the top technical resource within Service Delivery, you will also be expected to assist the Service Delivery Manager with various responsibilities to ensure a smooth running Service Desk.& &
Key ResponsibilitiesAs an IT Administrator, you will be required to perform the following responsibilities effectively.& Supra ITS is committed to providing each candidate the necessary training to succeed at this role.& Key responsibilities vary based on geographic region per the below table.

• & Complete the training and certification requirements.
• Comply with all company policies and procedures including Time Tracking, Ticket note entries, Security Policies, Team communications and others as defined
• Be part of the Service Delivery phone queues to respond to customer calls when Analysts or Customer Service Rep's are busy or as a point of escalation to the analysts
• Update and complete all tickets that are assigned to your queue and to escalate quickly without undue delay if required
• & Assist large and complex customers by providing onsite support and solving technical support issues.
• & Go onsite to customer locations and provide direct support, review, administration and desk-side triage as required
• Create processes, procedures, checklists and standards for the Service Delivery to follow when onsite at customer locations, when assessing new environments and when performing routine duties
• & Install, maintain and troubleshoot server/network/endpoint issues.
• Communicate back to the Supra team or to the customer any findings, deviations or issues which could result in a technical support issue in a professional and courteous manner
• Perform routine maintenance tasks on IT infrastructure to maintain an efficient operating environment in accordance with the Service Desk areas of responsibility.
• Triage, assess and help route customer problems to the proper engineering teams or technical experts
• Notify management, the CITM or other designated authority on any customer service or sales related issue or question
• Dispatch on-site technicians and consultants, including Printer Repair technicians for onsite service work.
• Update and complete all tickets that are assigned to your queue and to escalate quickly without undue delay if required

Entry QualificationsTo be considered for this role, the ideal candidate will possess the following qualifications and characteristics.& The successful candidate will continue working on these qualities while in this role as they represent a foundational level of skills and requirements for all Operations staff.

• A proven track record in creating and maintaining customer environments
• & Must be responsible, able to work autonomously and is highly motivated
• Must have excellent time management skills
• Willing to be available during out of business office hours/weekends.
• A willingness to work directly with customers, onsite, and independently.
• Has the ability to travel within the Greater Toronto area.