Remote IT Service Delivery Engineer (Tier 1-2)

Twin State Technical Services, LTD.

Davenport (IA)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Twin State Technical Services, LTD. is seeking a Service Delivery Engineer who enjoys troubleshooting, helping customers, and solving problems.

This role involves handling customer support calls, remote troubleshooting, documenting work, and owning issues through resolution or proper escalation. The right candidate has a solid IT support foundation, is technically curious, and can explain technical information clearly.

Qualifications

At least two years of hands-on IT support or service desk experience.
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 apps and services.
Familiarity with Active Directory, Entra ID, or Microsoft domain environments.
Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPNs, switches, firewalls).
Experience with an IT ticketing or professional services system.
Ability to manage multiple tickets and priorities in a queue.
Strong written and verbal communication skills.
Ability to research unfamiliar issues and escalate when needed.

Responsibilities

Answer incoming customer support calls and provide professional technical assistance.
Work with customers via phone, email, tickets, and remote sessions.
Ask focused questions to understand issues and impact.
Troubleshoot rather than escalate prematurely.
Explain issues in clear, customer-friendly language.
Set expectations and provide updates during troubleshooting.
Confirm resolution before closing the ticket.