Support Engineer I
Blue Alliance
DNSJavaScriptVMware
Job Level
Mid-LevelSenior
Tech Stack
DNSJavaScriptVMware
About the role
- Support Engineer I role providing technical support primarily by phone and ticketing system, with occasional onsite assignments. Document all activities and tickets in the ticketing system. Monitor incoming support requests and ensure service levels are met for tickets and phone calls. Escalate and create/update IT Glue documentation as needed. Provide onsite troubleshooting, walkthroughs, and client interaction when assigned.
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. Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction). Travel up to 25–50% as assigned. Maintain established SLA requirements for calls and tickets. Achieve customer satisfaction (CSAT) scores as defined by manager. Submit weekly timesheets by end of shift on Friday. Work and document established billable hours each week. Meet annual goals and objectives set in HRIS with quarterly reviews. Ticketing software: Incident management and time tracking. Remote support: System access, running scripts, and pushing actions. Active Directory: Security groups, group policy fundamentals, domain controller basics. Virtualization: VMware/Hyper-V for user incident support. Microsoft Windows/Servers: Differentiating physical/virtual servers, patching, maintenance. Networking: Troubleshooting basics (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).
