What are the responsibilities and job description for the IT Service Delivery Engineer position at Twin State Technical Services LTD?
Build Relationships. Solve Problems. Make an Impact.
Do you enjoy connecting with people, working alongside a supportive team, and turning customer challenges into solutions? Join us as a Service Delivery Engineer and use your technical skills, curiosity, and customer-first mindset to build trusted relationships and keep our customers moving forward. If you take ownership, communicate well, and enjoy solving problems together, we’d like to meet you.
We are looking for a hands-on Service Delivery Engineer who enjoys jumping into technical problems, working directly with users, and carrying issues through to resolution. This is not a role for someone who only routes tickets. You will ask the right questions, troubleshoot hardware, software, and network issues, document what you find, and take practical action to restore service quickly. If you like learning by doing, communicating clearly, and seeing the immediate impact of your work, this may be the right opportunity for you.
What You’ll Do
- Respond promptly to customer calls, service requests, and incidents.
- Gather the details needed to create accurate, actionable help desk tickets.
- Diagnose and resolve workstation, hardware, software, Microsoft 365, operating system, and basic network issues.
- Work directly with users to test solutions and confirm that service has been restored.
- Take ownership of assigned tickets, provide timely updates, and follow through until resolution or appropriate escalation.
- Escalate complex issues with clear documentation of symptoms, troubleshooting steps, and results.
- Maintain complete records of service requests, incidents, solutions, and follow-up activity.
- Manage ticket priorities and service-level expectations while balancing competing needs.
- Create or improve internal documentation when a solution can help the team resolve future issues faster.
- Continue building technical skills and apply new knowledge in day-to-day support work.
- Two (2) or more years of service desk support required
- College coursework or relevant certificates preferred
- Experience with Microsoft 365, Microsoft Windows 10/11, ChromeOS, MacOS, Google workspace or similar systems preferred.
- Experience in IT ticketing system