Technology Delivery Specialist New York City

Pretium Enterprise Services, India•New York, NY

3d•Hybrid

About The Position

A Technology Delivery Specialist is primarily responsible for delivering advanced end-user support across corporate desktops, laptops, printers, and collaboration tools, ensuring a high-quality and responsive support experience. This role serves as an escalation point for complex Service Desk issues, focusing on timely incident resolution, root cause analysis, and continuous improvement of the end-user experience. In addition to core support responsibilities, this position partners with infrastructure, security, and application teams to assist with maintaining and supporting the Microsoft Azure environment and related systems. The role contributes to basic monitoring, troubleshooting, and operational tasks, while following established processes and standards. The ideal candidate brings strong customer service skills, solid troubleshooting ability, and a support-first mindset, with some familiarity with cloud and infrastructure technologies to effectively collaborate across teams and support overall platform reliability and performance. This role requires onsite work 4 days a week in our office located in New York City.

Requirements

High school diploma/GED required; associate or bachelor’s degree in computer science, Information Technology, or related field preferred (or equivalent relevant experience).
2+ years of experience supporting cloud and/or infrastructure environments (Azure preferred) and providing enterprise end-user support in a ticket-driven Service Desk environment.
Familiarity with ITSM/IT Support Desk ticketing systems including triage, documentation, and SLA-driven workflows.
Working knowledge of core Azure services: Azure Virtual Network, compute (VMs/App Service), storage, backups, and Azure DNS; familiarity with basic architecture patterns.
Demonstrated troubleshooting skills across Windows networking fundamentals and monitoring/logs (Azure Monitor/Log Analytics exposure is a plus).
Working knowledge of endpoint and user-support technologies such as Microsoft 365/Office, Active Directory user/group administration, device management and deployment with Microsoft Intune including Windows 365 Cloud PC management.
Ability to document internal procedures and standard operating practices; comfort working with asset inventory and standard workstation build/deployment processes.
Strong communication skills with the ability to explain technical issues, document work clearly, and collaborate with stakeholders across IT, security and application teams.
Customer service mindset and proven ability to manage multiple tasks, meet SLAs and prioritize work in a fast-paced environment.
Familiarity with Microsoft Azure AD & Entra ID concepts (users/groups, SSO, RBAC) and basic cloud security practices.

Nice To Haves

Associate or bachelor’s degree in computer science, Information Technology, or related field preferred (or equivalent relevant experience).
Azure Monitor/Log Analytics exposure is a plus.

Responsibilities

Respond to incidents, service requests, and change tasks; perform root-cause analysis and document fixes, known errors, and preventative actions.
Provide Level III Service Desk support and act as an escalation point for Level I/II tickets; troubleshoot complex issues to resolution and ensure end users are supported to satisfaction.
Monitor the Service Desk queue and respond quickly and effectively to requests, process tickets based on priority and SLA commitments.
Install, image, test, and configure new workstations and peripheral equipment; modify workstation configurations, utilities and default settings to meet standards.
Support the setup and maintenance of Azure resources such as virtual machines, storage, and networking, working within established standards and assisting senior engineers as needed.
Assist with onboarding and termination of users, including account provisioning, access changes, and device handoff/collection in coordination with HR and security.
Support physical user moves and workstation setups, ensure workstations have required standard equipment and any approved specialized peripherals.
Maintain inventory of endpoint equipment and software/licenses, coordinate refreshes and perform timely hardware/software upgrades as required.
Perform endpoint management for Windows 365 Cloud PCs and physical endpoints including provisioning, assignment, configuration profiles, application deployment and device lifecycle activities.
Coordinate and execute endpoint patching and updates (OS and third-party applications), validate compliance, and remediate failed deployments to reduce security risk and downtime.
Support both physical and virtual desktop environments and handheld/mobile devices where applicable, assist with endpoint encryption and endpoint protection troubleshooting.
Work with Infrastructure Engineers to debug and perform root-cause analysis for recurring end-user, network, and platform issues, escalate appropriately and share findings.
Implement and maintain security and resilience controls such as Network Security Groups, backups, patching, vulnerability remediation, and disaster recovery procedures.
Maintain accurate documentation in ticketing/knowledge systems: architecture notes, standard operating procedures, deployment guides, and change records.
Participate in on-call rotation and follow incident management practices (prioritization, communication, escalation) to restore service quickly and safely.
Ability to work onsite at our New York City Office 4 days a week.