Blue Alliance

Support Engineer

• 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

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

• Provide intermediate technical support primarily by phone and ticketing system
• Follow established procedures, monitor ticket queues, and maintain service level agreements (SLAs)
• 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
• Resolve escalations from the Level I team as assigned
• Create or update IT Glue articles with new customer findings
• Assist with ISP and vendor calls for service outages
• Build client rapport during onsite visits
• Travel up to 25–50% as assigned
• Maintain established call and 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 on-call weeks and company-wide outage responses
• Meet annual goals and objectives set in HRIS with quarterly reviews

Support Engineer II

• Document all time daily in the ticketing system
• Ensure in-progress tickets are properly documented before shift ends
• Monitor designated queues and escalate issues
• Create/update documentation in IT Glue as needed