Technical Service Engineer

Job Overview

We are looking for a proactive Technical Service Engineer to deliver reliable IT services while providing hands-on technical support across enterprise environments. This role combines service delivery management with infrastructure engineering, requiring someone who can maintain operational excellence while resolving complex technical issues.

You will work closely with customers and internal technical teams to ensure service commitments are met, system availability is maintained, and continuous improvements are implemented.

Key Responsibilities

Service Delivery

Manage day-to-day service delivery for assigned customers and IT environments.

Ensure service commitments are delivered in accordance with agreed SLAs and KPIs.

Act as the primary technical escalation point for incidents and service-related issues.

Prepare regular service reports and recommend improvements to enhance service quality.

Coordinate with internal teams to ensure timely resolution of incidents and service requests.

Technical Engineering

Perform hands-on troubleshooting across infrastructure, servers, networks, cloud platforms, and enterprise applications.

Implement system enhancements, deployments, upgrades, patches, and configuration changes.

Monitor production systems to maintain performance, stability, and availability.

Support root cause analysis (RCA) and implement preventive actions to minimize recurring issues.

Identify opportunities to automate operational tasks and improve system efficiency.

Customer & Stakeholder Management

Build and maintain strong relationships with customers and internal stakeholders.

Understand business requirements and translate them into practical technical solutions.

Provide technical consultation and recommendations to support business objectives.

Communicate technical information clearly to both technical and non-technical audiences.

Continuous Improvement

Identify opportunities to improve service delivery processes and operational efficiency.

Contribute to knowledge management, technical documentation, and operational best practices.

Support initiatives that improve customer satisfaction, service quality, and operational excellence.

Requirements

Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.

Experience supporting enterprise infrastructure, cloud platforms, or managed IT services.

Good knowledge in one or more of the following:

Microsoft Windows or Linux Servers

Networking technologies

Cloud platforms (Azure, AWS, or GCP)

Enterprise applications

DevOps tools, automation, or CI/CD

Experience with monitoring tools, incident management, and technical troubleshooting.

Familiarity with ITIL processes, including Incident, Problem, and Change Management.

Experience managing production environments and mission-critical systems.

Knowledge of scripting languages such as PowerShell, Python, or Bash will be advantageous.

Strong analytical, troubleshooting, and problem-solving skills.

Excellent communication and stakeholder management skills.

Ability to work effectively in a fast-paced customer-facing environment.

Preferred Qualifications

ITIL Foundation Certification

Microsoft Azure, AWS, or Google Cloud certifications

Experience in Managed Services or Enterprise IT Operations

Customer-facing technical support or service delivery experience

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

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