Aceve is in business to back the builders of society. We are the SaaS powerhouse, built by engineers, developers, salespeople, administrators, marketeers, controllers, and much more. With over 500 employees, more than 950 million SEK 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. 

Purpose:

The Service Delivery Engineer is responsible for providing high-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 neccecary.

Summary

The Service Delivery Engineer acts as a key technical resource within the service deliery 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 third-party vendors and partners to coordinate support and escalate 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 self-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 MacOS environments.
• Experience with Microsoft 365, Azure AD and other standard products used in a SaaS company.
• Basic networking knowledge (TCP/IP, VPNs, DNS, DHCP, firewalls).
• Hands-on experience with remote desktop tools, service desk software (e.g., ServiceNow, Jira, or Freshservice).
• Experience with ITIL frameworks, incident, and problem management.

Soft Skills & Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-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 problem-solving.

Additional Information:

• The role may require participation in an on-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 or connect with us- you might be just what we're looking for in our growing organisation! 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.