Technical Consultant at Unified… · Dubai

Purpose

The Service Delivery Engineer is responsible for delivering hands-on managed services activities end-to-end, ensuring tasks are completed to standard, within agreed timelines, and properly closed out. The position requires a technically capable, delivery-focused individual who can work across multiple customer environments, collaborate closely with engineers, run service delivery calls, and maintain strong standards 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 a smooth 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 across client infrastructure including endpoints, servers, networking, and security controls.
• Configure, maintain, and optimize MSP tool sets including RMM, monitoring, patching, and security platforms.
• Facilitate Service Delivery / Service Review calls with customers and manage action plans through to closure.
• Ensure all tickets and tasks are closed to a high quality standard, with clear technical notes, supporting evidence, and customer updates.
• Troubleshoot escalated issues as required to prevent delivery delays and ensure service continuity.
• Identify service improvement opportunities during delivery and translate them into actionable work items.
• Maintain accurate customer documentation, ensuring all changes are recorded and kept up to date.
• Escalate blockers early, coordinate dependencies, and ensure timely resolution to avoid impact to delivery.
• Performs other duties within the scope of the role to support the organization's goals.

Requirements

Qualifications and Education Requirements

• Minimum 5+ years experience in an MSP environment or IT service delivery role.

• Proven experience handling onboarding and service delivery across multiple customers.

• Technical Skills (Required)

  • Strong understanding and hands-on troubleshooting experience in:
  • Windows desktop support and administration
  • Windows Server fundamentals (AD/DNS/GPO basic support)
  • Networking fundamentals (TCP/IP, VLAN concepts, DHCP, DNS)
  • Endpoint security concepts (AV/EDR and baseline controls)
  • Backup/restore concepts and validation

• Experience working with (Required)

  • Ticketing systems and SLA-driven operations
  • RMM tools and monitoring platform

• Client-Facing & Delivery Skills (Required)

  • Confident running customer calls and presenting action plans professionally.
  • Strong ownership mindset and ability to drive work through to completion without being chased.
  • Strong documentation discipline and structured communication.

• Preferably at least one active technical certification OR commitment to complete certification within probation period

• Preferred certifications include:

  • Microsoft: MS-900 / AZ-900 / SC-900 (or higher)
  • Networking: CCNA / Network+
  • Security: Security+
  • ITSM: ITIL Foundation
  • Firewall / Security Vendor: Fortinet NSE4/FCP (advantage)

• Tools & Platforms (Preferred Exposure)

  • RMM: NinjaRMM (or equivalent)
  • PSA/Ticketing: Autotask (or equivalent)
  • Microsoft 365 / Entra ID
  • Endpoint protection / security monitoring tools
  • Documentation systems and operational trackers