Service Delivery Engineer Lisboa

Purpose

The Service Delivery Engineer is responsible for providing
- quality IT support and service delivery across the entire organization. The role ensures effective troubleshooting, incident resolution, and service requests while maintaining service level agreements (SLAs) and delivering excellent customer experiences both for internal staff and customers if necessary.

Summary

The Service Delivery Engineer acts as a key technical resource within the service delivery team, handling escalations from 1st line support, diagnosing complex issues, and ensuring timely resolution. The role involves working closely with stakeholders, managing incidents, supporting service improvement initiatives, and maintaining documentation to ensure seamless IT service operations.

Key Responsibilities

Technical Support & Incident Management

• Provide technical support & resolving escalated incidents.
• Troubleshoot and diagnose hardware, software, and network issues across multiple platforms.
• Ensure incidents and service requests are logged, updated, and resolved within agreed SLAs.
• Escalate complex issues to specialist teams where necessary while maintaining ownership.

Service Delivery & Continuous Improvement

• Monitor and analyze service trends to identify recurring issues and implement preventive measures.
• Assist in problem management, conducting root cause analysis (RCA) to prevent future incidents.
• Contribute to ITIL-based service management processes, ensuring best practices are followed.
• Participate in service reviews and contribute to continuous service improvement plans.

Customer & Stakeholder Engagement

• Act as a point of contact for business users, ensuring clear communication and issue resolution.
• Provide professional and effective customer service, maintaining high levels of satisfaction.
• Work with
  - party vendors and partners to coordinate support and escalated issues when necessary.

Technical Documentation & Knowledge Sharing

• Create and maintain technical documentation, knowledge base articles, and FAQs for service delivery teams.
• Provide training and guidance to other service delivery engineers to improve overall service efficiency.
• Contribute to the development of
  - service tools and automation initiatives.

Compliance & Security

• Ensure all service activities comply with IT policies, security standards, and regulatory requirements.
• Support the implementation of cybersecurity measures and awareness initiatives.

Key Skills And Competencies

Technical Skills

• Strong troubleshooting skills in Windows and Mac
  OS environments.
• Experience with Microsoft 365, Azure AD and other standard products used in a Saa
  S company.
• Basic networking knowledge (TCP/IP, VPNs, DNS, DHCP, firewalls).
• Hands-on experience with remote desktop tools, service desk software (e. g. , Service
  Now, Jira, or Freshservice).
• Experience with ITIL frameworks, incident, and problem management.

Soft Skills & Competencies

• Strong analytical and
  - solving skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to
  - technical users.
• Customer-focused mindset with a passion for delivering quality service.
• Ability to manage multiple priorities and work under pressure.
• Team player with a proactive and adaptable approach to
  - solving.

Additional Information

• The role may require participation in an
  - call rota or shift work.
• Some travel to different office locations or client sites may be required.

Not ticking every box?

No worries! We value potential and drive, so apply anyway. Join Aceve and take your expertise to the next level, together we are redefining what’s possible in craft and construction solutions.

Aceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our selection process is conducted continuously and without discrimination, ensuring an equal opportunity for all candidates.

Aceve is in business to back the builders of society. With over 500 employees, 100 million € in revenue and extensive experience in the field, we combine tradition and tech to provide a pioneering platform that helps our customers to achieve more.