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Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com
Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!
Overview
A Senior Service Delivery Engineer is responsible for managing the efficient and effective delivery of networking and cybersecurity services to clients. This role combines deep technical expertise with a strong customer focus, acting as a trusted point of contact to understand client needs, troubleshoot complex issues, and maintain strong client relationships. The Senior Service Delivery Engineer ensures services are delivered on time, within budget, and in compliance with security and regulatory standards.
Success in this role involves managing complex technical challenges, leading service delivery initiatives and projects, contributing to service strategy development, and taking on leadership responsibilities within the team while continuously improving processes and service quality.
Primary Focus
The primary emphasis of this role is delivering high-quality networking and cybersecurity services that meet or exceed client expectations. This position focuses on providing advanced technical expertise, addressing client needs and concerns, maintaining strong client relationships, troubleshooting issues across multiple technology layers, and ensuring excellence in quality assurance, documentation, training, and continuous improvement.
Key Responsibilities
- Technical Expertise:
Demonstrate in-depth knowledge of networking and cybersecurity solutions and technology stacks to effectively support and advise clients. - Client Relationship Management:
Serve as a primary point of contact for clients, understanding their business and technical requirements, addressing concerns, and maintaining strong, long-term client relationships. - Troubleshooting and Issue Resolution:
Quickly identify, troubleshoot, and resolve complex network and security issues before and during service delivery, often across multiple layers of the OSI model. - Quality Assurance:
Maintain and enforce quality standards to ensure services are delivered consistently at a high level. - Documentation:
Utilize PSA tools to maintain detailed service records, client communications, and project documentation for transparency, auditing, and historical reference. - Training and Knowledge Sharing:
Provide technical training and mentorship to internal teams and clients, ensuring proper service usage and promoting best practices. - Continuous Improvement:
Analyze service data, trends, and client feedback to identify opportunities for service optimization and process improvement. - Compliance and Security:
Ensure all service delivery processes comply with applicable industry regulations, security standards, and organizational policies. - Monitoring and Reporting:
Leverage PSA tools to monitor service performance and deliver detailed KPI and service performance reports to stakeholders. - Professional Certification & Training:
Maintain required professional certifications and pursue ongoing training to stay current with evolving technologies and expand service capabilities.
Experience
- Client Interaction Experience:
Direct experience engaging with clients, understanding technical and business needs, and maintaining positive professional relationships. - Technical Support Experience:
Hands-on experience providing advanced technical support, troubleshooting, and issue resolution in a professional services or managed services environment. - Service Delivery Experience:
Experience with service delivery processes, project execution, and ensuring services are delivered effectively and efficiently. - Quality Assurance Experience:
Practical experience with quality assurance, process improvement, monitoring, and adherence to service standards. - Team Collaboration Experience:
Proven ability to collaborate with cross-functional internal teams and external partners to meet service delivery objectives.
Knowledge
- Core Networking Knowledge:
Deep understanding of fundamental networking concepts and protocols, including:- TCP and UDP
- OSI model and layered troubleshooting
- Dynamic routing protocols
- SSL and IPsec VPN technologies
- Network Troubleshooting:
Proven ability to troubleshoot network and connectivity issues across multiple layers of the OSI model. - Security and Firewall Technologies:
Strong understanding of firewall architectures, network security concepts, and secure network design principles. - Palo Alto Networks Technologies (Highly Desirable):
Experience with Palo Alto NGFW, VM-Series, Panorama, and Prisma Access is highly desirable and strongly preferred. - Technical Stack Knowledge:
Solid understanding of the networking and cybersecurity products, services, and solutions supported by the organization. - Industry Knowledge:
Familiarity with leading security and networking vendors and ecosystems (e.g., Palo Alto Networks, Fortinet) to better assess client requirements and challenges. - Compliance and Security Standards:
Knowledge of relevant regulatory, compliance, and information security standards applicable to client environments. - Client & Service Quality Best Practices:
Understanding of client expectations, industry trends, and best practices for service quality and continuous improvement.
Skills
- Communication Skills:
Strong verbal and written communication skills for effective interaction with clients and internal teams. - Problem-Solving Skills:
Ability to analyze and resolve complex technical and service delivery challenges. - Client Relationship Management:
Strong interpersonal skills with an emphasis on active listening, empathy, and trust-building. - Documentation Skills:
Accurate and thorough documentation of projects, incidents, and service activities. - Quality Assurance Skills:
Ability to implement, monitor, and improve service quality standards and processes.
Requirements
- General proficiency with the tools, systems, and procedures required to perform the role.
- Ability to consult with senior or specialist staff on complex technical issues when needed.
- Four-year college degree or equivalent experience in a related field.
- Minimum of 3 years of functional experience, including at least 1 year in a role-specific or advanced technical position.
Preferred Certifications
The following certifications are preferred and considered a strong advantage:
- CompTIA Network+ (N+)
- CompTIA Security+
- Cisco CCNA
- Palo Alto Networks Certified Network Security Engineer (PCNSE)
- Palo Alto NGFW Engineer (NGFW‑E)
* These timeframes may vary based on a candidate’s demonstrated ability to perform at the required level and deliver consistent, high-quality results.
The typical base pay range for this role across the U.S. is USD $66,100.00 - $105,800.00 per year.
The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.
At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.
Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.