Remote IT Services Engineer II

Industry Analysts, Inc.; Madison, Northern (WI, KY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Elevity, a Gordon Flesch Company subsidiary based in Madison, WI, seeks a Technical Services Engineer II to provide remote and on-site IT support, troubleshoot complex server and networking issues, and act as an escalation point for challenging cases. You will document all requests and collaborate across teams to ensure client satisfaction.

Role requires 3 years of IT experience, at least one industry certification, and adherence to Elevity vendor certifications.

Qualifications

• 3 years of technical IT support/engineering experience.
• One industry-recognized certification (Microsoft, CompTIA, Cisco or vendor).
• Obtain Elevity Approved Associate certification within 1 year.
• Obtain and maintain required Elevity vendor certifications.
• Knowledge of Windows Server 2016–2025.
• Cloud platforms (Microsoft 365, Azure).
• Networking infrastructure (switches, firewalls, wireless, VPNs).
• Laptop/desktop hardware and mobile devices.
• Windows and Mac desktops; Active Directory.
• Travel to client sites; valid driver's license.
• On-call rotating schedule.

Responsibilities

• Provide both remote and onsite support to resolve complex IT issues, meeting high customer service standards.
• Troubleshoot and resolve advanced problems involving servers, cloud environments, and networking infrastructure.
• Serve as an escalation point for complicated technical issues beyond the scope of Service Desk, NOC and TSE I Engineers.
• Log all service requests and maintain comprehensive documentation in the ticketing system.
• Generate detailed network and technical documentation.
• Deliver timely and accurate updates on all ongoing support issues, prioritizing client satisfaction.
• Collaborate with other engineers and technicians to resolve client issues efficiently.
• Self-schedule service calls on site/remote as needed for managed clients.

Skills

Windows Server

Microsoft 365

Azure

Networking

Active Directory

IT Support

Remote/Onsite support

Documentation

Education

Industry IT certifications (Microsoft/CompTIA/Cisco)

Elevity Approved Associate certification within 1 year

Elevity vendor certifications

Job description

Elevity, a Gordon Flesch Company subsidiary based in Madison, WI, seeks a Technical Services Engineer II to provide remote and on-site IT support, troubleshoot complex server and networking issues, and act as an escalation point for challenging cases. You will document all requests and collaborate across teams to ensure client satisfaction.

Role requires 3 years of IT experience, at least one industry certification, and adherence to Elevity vendor certifications.