Service Delivery Engineer

At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy.

The role

You're the person who makes IT feel invisible — in the best way. When something breaks, you're calm. When it's chaos, you build structure. You love being the link between people and technology, and you get genuine satisfaction from making someone's day easier.

This isn't a typical helpdesk role. You'll be the go-to technical resource on the service delivery team, owning escalations, diagnosing complex issues, and driving continuous improvement across our IT environment. You'll work across an international organisation, supporting both internal teams and — when needed — our customers.

Success in this role means users receive reliable, timely and professional IT support, while the organisation benefits from a more standardised, secure and manageable workplace environment. The engineer helps reduce recurring incidents, improves documentation, supports automation and contributes to a modern workplace that is easier to support and better for users.

What you'll do

Day-to-day service delivery

• Handle escalated incidents from 1st line support — troubleshooting hardware, software, and network issues across Windows and macOS environments

• Keep incidents and service requests moving: logged, updated, and resolved within SLAs

• Maintain ownership of complex issues even when you escalate to specialist teams

• Manage user lifecycle processes (joiners, movers, leavers) on-site

Infrastructure & tooling

• Administer and maintain our Microsoft 365 environment

• Manage devices at scale using MDM/RMM tooling (Microsoft Intune and Datto RMM)

• Support and maintain network infrastructure, including Unifi environments

• Set up and manage conference room equipment and shared workplace tech

Continuous improvement

• Analyse service trends to spot recurring issues before they become problems

• Contribute to root cause analysis and problem management

• Champion automation — if it can be automated, you'll want to automate it

• Build and maintain knowledge base documentation that actually helps people

Collaboration & communication

• Be a clear, calm point of contact for business users across different countries and time zones

• Work with third-party vendors and partners when needed

• Contribute to service reviews and improvement initiatives

What we're looking for

The must-haves

• Fluent English - written and spoken.

• Strong troubleshooting instincts across Windows and macOS

• Hands-on experience with Microsoft 365 and Azure AD

• Familiarity with ITSM/ITIL practices (incident, problem, change management)

• Basic networking knowledge: TCP/IP, DNS, DHCP, VPNs, firewalls

• Experience working in or with international companies

• Organised, self-driven, and able to find structure when there isn't any

• Genuinely curious — you want to understand why, not just fix the symptom

The strong-to-haves

• Experience managing devices through Microsoft Intune and/or Datto RMM

• MDM/RMM administration experience at scale (MAM, MAC, or WIN device management, ZTD)

• Atlassian admin experience (Jira, Confluence)

• Hands-on with network admin tools, especially Unifi

• Exposure to cloud desktop solutions like Windows 365 or Azure Virtual Desktop

• Security-first mindset — you think about risk before you click

The mindset

• You see IT as a service, not a function — user experience comes first

• You believe the office is one part of the IT landscape, not the whole picture

• You're energised by automation and modern workplace tooling

• Travel to the office or other sites doesn't faze you — it's part of the job

Good to know

• Some travel to office locations will be required

• You'll be working within a cloud-first, security-conscious environment — we don't do on-prem for the sake of it" is maybe not wise to list becayse we aim for 5 days in the office.

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.