Service Delivery Engineer Tier 1-2

Description

Build Your IT Career While Solving Real Problems

Twin State Technical Services is looking for a Service Delivery Engineer who enjoys troubleshooting, helping customers, and figuring out why technology is not working.

This is not a call-routing or script-based help desk position. You will answer customer support calls, work tickets from a shared queue, remotely troubleshoot technical issues, document your work, and take ownership of issues through resolution or proper escalation.

Most requests involve Tier 1 and Tier 2 support, with opportunities to assist with more advanced issues based on your experience and ability. You do not need to know every technology on day one, but you must have a solid IT support foundation, use a logical troubleshooting process, and be willing to research unfamiliar issues.

The right person will be technically curious, dependable, comfortable speaking with customers, and able to explain technical information clearly. This position is a strong opportunity for an IT support professional who wants exposure to Microsoft 365, Windows, servers, cloud services, networking, firewalls, switches, and multiple customer environments.

Customer and Remote Support

- Answer incoming customer support calls and provide professional technical assistance.
- Work directly with customers through phone, email, ticket updates, and remote-support sessions.
- Ask focused questions to understand the issue, its impact, and when it began.
- Troubleshoot problems instead of simply forwarding calls or assigning tickets to another team.
- Explain technical issues and solutions in language that customers can understand.
- Set clear expectations and provide updates during extended troubleshooting.
- Confirm that the issue is resolved and the customer can work successfully before closing the ticket.

Technical Troubleshooting

- Troubleshoot Windows 10 and Windows 11 workstations, laptops, printers, peripherals, and business applications.
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Resolve common user account, password, permission, authentication, licensing, and access issues.
- Support Microsoft Active Directory, Entra ID, Intune, and Microsoft domain environments.
- Troubleshoot connectivity issues involving wired and wireless networks, VPNs, DNS, DHCP, switches, and firewalls.
- Assist with Windows Server, file shares, print services, Group Policy, and related server requests.
- Determine whether an issue affects one user, one device, one location, or multiple customers and systems.
- Research unfamiliar issues using available documentation, vendor resources, monitoring tools, and internal knowledge.
- Recognize when an issue requires escalation and provide the next engineer with complete troubleshooting information.
- Assist with occasional higher-level requests based on experience, system access, and demonstrated technical ability.

Ticket and Queue Management

- Work actively from a shared service queue with changing priorities.
- Take ownership of assigned tickets and consistently move them forward.
- Gather complete information before beginning work or escalating an issue.
- Maintain accurate ticket status, priority, classification, notes, and customer information.
- Document the reported issue, troubleshooting performed, results, communication, and final resolution.
- Follow up with customers and internal teams when additional information or action is needed.
- Monitor aging tickets and communicate blockers or delays.
- Close resolved tickets promptly after confirming the outcome.
- Work within established service-level expectations and escalation procedures.

Incident Recognition and Reporting

- Recognize potential outages, security events, widespread failures, and other service-impacting incidents.
- Follow established incident reporting and escalation procedures.
- Gather accurate information about affected users, locations, systems, symptoms, and business impact.
- Assist with incident reports and timelines based on verified facts and ticket activity.
- Document troubleshooting, escalation actions, communications, and resolution details.
- Participate in incident reviews, training, and process improvements.

Documentation and Knowledge Sharing

- Create clear and useful knowledge base articles for recurring issues and support procedures.
- Update documentation when systems, processes, or troubleshooting steps change.
- Write instructions that another engineer can understand and follow.
- Document relevant error messages, settings, commands, findings, and verified resolutions.
- Translate complex technical information into clear explanations for customers and less-technical team members.
- Contribute to troubleshooting checklists, support procedures, and escalation guidelines.
- Protect passwords, customer data, security information, and other confidential information.

Requirements

- At least two years of hands-on experience in IT support, service desk, help desk, desktop support, systems support, or a similar technical role.
- Experience troubleshooting technical issues directly with end users.
- Experience providing remote support by phone, email, chat, or remote-support software.
- Working knowledge of Windows 10 and Windows 11.
- Familiarity with Microsoft 365 applications and services.
- Familiarity with Active Directory, Entra ID, or Microsoft domain environments.
- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, and firewalls.
- Experience working with an IT ticketing or professional services system.
- Ability to manage multiple tickets and priorities in an active service queue.
- Ability to clearly document troubleshooting, customer communication, and resolutions.
- Strong phone, written, and verbal communication skills.
- Ability to research unfamiliar issues and use a logical troubleshooting process.
- Ability to recognize when escalation is needed and provide complete escalation information.
- Ability to work independently while following team procedures and service expectations.

Preferred Qualifications can be one or any combination of the below is valuable:

- Managed service provider experience or experience supporting multiple customer environments.
- Microsoft 365 administration, including Exchange Online, Teams, OneDrive, and SharePoint.
- Microsoft Intune, endpoint management, device compliance, or application deployment.
- Windows Server, Group Policy, file shares, print services, and domain administration.
- Firewalls, switches, wireless access points, site-to-site VPNs, or remote-access VPNs.
- Fortinet, Cisco, SonicWall, Meraki, Ubiquiti, Aruba, or similar networking technologies.
- Remote monitoring and management, endpoint protection, backup, documentation, or network-monitoring platforms.
- Incident management, cybersecurity events, outages, or service-impacting issues.
- macOS, ChromeOS, Google Workspace, or mobile-device support.
- Creating technical procedures, internal documentation, or knowledge base articles.
- CompTIA A+, Network+, Security+, Microsoft, Fortinet, Cisco, or other relevant certifications.
- College coursework or a degree in information technology, networking, cybersecurity, computer science, or a related field.