Support Engineer I, 3rd Shift (12am-9am EST Tuesday-Saturday)
Job Description:
- Provide technical support directly at client locations and by phone as assigned
- Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met
Requirements:
- Document all activities, projects, and tickets daily in the ticketing system
- Handoff and document in-progress tickets before the end of each shift
- Monitor ticket gateway and designated queues
- Escalate issues according to IT Glue documentation
- Create or update IT Glue articles with new customer findings
- Communicate with vendors to resolve outage issues
- Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction)
- Maintain established ticket SLAs as defined by manager
- Maintain customer satisfaction (CSAT) scores as defined by manager
- Submit weekly timesheets by end of shift Friday
- Work and document established billable hours each week
- Be available for scheduled on-call rotations
- Meet annual goals and objectives set in HRIS with quarterly reviews
- Ticketing software: Incident management and time tracking
- Remote system access: Running scripts and pushing approved actions
- Active Directory: Basic knowledge of security groups, group policy fundamentals, domain controllers
- Virtualization: Basic knowledge of VMware/Hyper-V for user incident support
- Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers
- Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute).
- Ability to handle equipment, talk, hear, read, write, and interpret documents
- Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations)
Benefits:
- 9 paid holidays
- 401K Retirement with matching contributions
- Excellent medical, vision and dental insurance
- Life insurance and disability insurance
- Cell phone stipend
- 3 weeks PTO