Support Engineer I, 3rd Shift (12am-9am EST Tuesday-Saturday)

100% Remote Full-time Open now

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:

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