Technical Consultant - dubai - Heidi Chef Solutions LLC

    Heidi Chef Solutions LLC
    Description

    Dubai, United Arab Emirates | Posted on 29/01/2026

    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.
    RequirementsQualifications 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 Server fundamentals (AD/DNS/GPO basic support)
    • 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:
    • Networking: CCNA / Network+
    • Security: Security+
    • ITSM: ITIL Foundation
    • Firewall / Security Vendor: Fortinet NSE4/FCP (advantage)
    • Tools & Platforms (Preferred Exposure)
    • PSA/Ticketing: Autotask (or equivalent)
    • Endpoint protection / security monitoring tools
    • Documentation systems and operational trackers
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