Service Delivery Engineer I - Remote US

eGroup Enabling Technologies is a Microsoft Solutions Partner focused on helping organizations modernize, secure, and optimize their technology environments. As a fully remote organization with team members across the United States, we are committed to delivering exceptional customer experiences through technical excellence, collaboration, and continuous improvement. Our teams partner with clients across cloud, security, infrastructure, collaboration, and managed services to provide strategic guidance and world-class support. eGroup is seeking a Service Delivery Engineer I to join our Managed Services team. This role is responsible for supporting, troubleshooting, monitoring, and maintaining Microsoft cloud and infrastructure environments for a diverse portfolio of clients. The ideal candidate combines technical expertise with strong communication and customer service skills. They are comfortable working directly with end users, IT administrators, and business stakeholders while collaborating with internal teams to resolve issues and deliver exceptional service. This position plays a critical role in ensuring the availability, security, and performance of our clients' environments. This position operates in a shift-based support model. Assigned shifts may include daytime, evening, overnight, weekend, or holiday coverage based on business and customer requirements. Specific shift assignments will be discussed during the interview process. Key Responsibilities Incident Response & Technical Support Troubleshoot, resolve, and document technical issues across Microsoft cloud and on-premises environments. Respond to service requests, incidents, alerts, and escalations in accordance with established service level agreements (SLAs). Escalate complex issues appropriately while maintaining ownership and driving resolution. Collaborate with vendors, partners, and internal engineering teams to resolve customer-impacting issues. Microsoft Cloud & Infrastructure Administration Administer and support Microsoft Azure, Microsoft 365, Exchange Online, Teams, Intune, Entra ID (Azure Active Directory), and related technologies. Monitor and maintain cloud and infrastructure environments to ensure stability, performance, security, and compliance. Support license administration, user provisioning, access management, and device lifecycle activities. Assist with deployment, configuration, and maintenance of cloud-based workloads and services. Customer Experience & Relationship Management Deliver exceptional customer service through clear, professional, and timely communication. Build trusted relationships with client stakeholders by demonstrating technical expertise and accountability. Translate technical concepts into business-friendly language when working with non-technical users. Maintain detailed documentation of troubleshooting activities, resolutions, and environment changes. Monitoring, Security & Operations Actively monitor client environments and respond to planned or unplanned outage notifications. Support operational processes related to security, compliance, and system health. Assist with administration of Microsoft Defender and security-focused technologies. Identify trends, recurring issues, and opportunities for proactive remediation. Continuous Improvement & Team Collaboration Contribute to service improvement initiatives that increase efficiency, reliability, and customer satisfaction. Maintain and enhance technical documentation, standards, and operational procedures. Participate in knowledge sharing, cross-training, and professional development activities. Stay current on Microsoft technologies, emerging trends, and best practices. Required Qualifications Experience 2+ years of experience in Managed Services, Technical Support, IT Operations, Consulting, or a related technology environment. 1+ years of experience supporting Microsoft Azure and/or Microsoft 365 environments. Experience administering Windows Server, Windows Desktop, and Active Directory environments. Experience troubleshooting networking fundamentals including DNS, TCP/IP, VPN connectivity, switching, and firewall concepts. Experience using IT service management or managed service provider (MSP) toolsets such as RMM, monitoring, or ticketing platforms. Technical Knowledge Microsoft Azure infrastructure and cloud services. Microsoft 365 administration and support. Microsoft Intune and Endpoint Management. Microsoft Teams and collaboration technologies. Microsoft Defender security solutions, including Endpoint, Identity, Microsoft 365, and Cloud Apps. Enterprise identity and access management concepts. Virtualization and cloud-hosted environments. Professional Skills Strong troubleshooting and problem-solving abilities. Excellent customer service and communication skills. Ability to prioritize and manage multiple issues simultaneously. Strong attention to detail and documentation practices. Ability to perform effectively in a fast-paced, client-focused environment. Ability to work independently while collaborating across distributed teams. Preferred Qualifications Experience working for a Managed Service Provider (MSP). Experience with Azure networking and hybrid infrastructure solutions. Experience supporting voice and collaboration technologies, including Microsoft Teams Phone. Experience with PowerShell administration and automation. Experience with Power BI reporting and Microsoft operational dashboards. Experience leveraging automation or AI-enabled tools to improve operational efficiency and support delivery. Microsoft certifications such as: Azure Fundamentals (AZ-900) Azure Administrator Associate (AZ-104) Microsoft 365 Administrator Associate (MS-102) Endpoint Administrator Associate (MD-102) Security, Compliance, and Identity Fundamentals (SC-900) Education & Certifications Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred. Equivalent professional experience may be substituted for formal education. Relevant Microsoft certifications are encouraged and supported. Ability to obtain and maintain certifications aligned with business and customer requirements. Career Growth & Development At eGroup, Service Delivery Engineers are encouraged to grow their technical expertise, pursue certifications, and build career paths aligned with their strengths and interests. Typical progression may include Service Delivery Engineer I, Service Delivery Engineer II, and Senior Service Delivery Engineer, with increasing ownership of complex issues, customer environments, mentoring, process improvement, and technical leadership. As skills and business acumen grow, future opportunities may include Escalation Engineering, Security Engineering or Analysis, Cloud Architecture, Data Center Engineering, AI Architecture, Managed Services Leadership, or Customer Success. Work Environment 100% remote position within the United States. Company-provided equipment. Reliable high-speed internet connection required. Participation in shift coverage, on-call rotation, holidays, and occasional overtime as required. Occasional travel for company meetings, training, or team events. Please complete this candidate questionnaire . It allows us to learn more about our candidates and create customized interview questions. Candidates with completed questionnaires will receive priority review.