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Assistant Technical Services Delivery Manager

1 week, 3 days ago
Kenya, South Africa
Full-time
Senior
Program Manager
Project and Program Management
Active Directory AWS Azure DHCP DNS TCP/IP Windows Server
Apply Now
CG Tech Services

CG Tech Services

CG Tech Services specializes in providing comprehensive IT support and services, including network management, cybersecurity, and outsourced IT solutions, tailored to enhance the operational efficiency of businesses in the Greater Seattle area.

IT Services
1-10
Founded 2004
View All Jobs 3

Description

  • Continuously monitor service boards and tickets in the PSA system to ensure progress, timely updates, and SLA adherence.
  • Act as the primary escalation point for complex technical issues and provide Level 2/3 support when needed.
  • Liaise directly with clients to clarify requirements, share updates, and support service delivery.
  • Assist with technical projects such as system upgrades, installations, and migrations within scope and deadlines.
  • Collaborate with technicians to resolve escalations, share best practices, and reinforce accountability.
  • Identify and implement improvements in workflows, documentation, and service delivery processes.
  • Document solutions and contribute to internal knowledge bases to improve team development and issue resolution.
  • Support the Technical Services Delivery Manager by helping coordinate communication and operational follow-through.

Requirements

  • Minimum 5+ years of experience in technical support roles, including hands-on troubleshooting and project work.
  • Strong Level 2/3 technical experience with Windows Server environments, including Active Directory, DNS, and DHCP.
  • Experience with virtualization technologies such as VMware and Hyper-V.
  • Working knowledge of networking fundamentals, including TCP/IP, routing, switching, and firewalls.
  • Familiarity with cloud platforms such as Azure and AWS, and modern IT service management tools.
  • Experience managing ticket queues and service boards in a PSA system such as ConnectWise or Autotask.
  • Excellent spoken and written English communication skills, with the ability to explain advanced technical information clearly.
  • Strong organizational skills, attention to detail, and the ability to follow through consistently on documentation and deadlines.
  • Ability to work regular business hours aligned to Seattle Pacific Time, with some after-hours availability for emergencies, projects, or maintenance.
  • Must provide a Windows 11 computer, allow security software installation, have a reliable power supply, a quality headset, and internet speeds of at least 30 Mbps down and 30 Mbps up; two monitors are highly recommended.
  • Relevant certifications such as Microsoft Certified: Azure Administrator or CompTIA Network+ are highly desirable.

Benefits

  • Fully remote work arrangement.
  • Full-time schedule of 40-50 hours per week.
  • Work aligned to Seattle business hours for better collaboration with the team and clients.
  • Opportunities for upward earning potential and career advancement.
  • Company investment in education and learning.
  • Long-term growth opportunity with a smaller, growing company.
  • Inclusive workplace that explicitly recognizes LGBTQIA+ team members and clients.

Interested in this position?

Apply directly on the company website

Apply Now

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