Support Engineer I
Blue Alliance
full-time
Posted on:
Location Type: Remote
Location: Remote • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Provide technical support primarily by phone and ticketing system
- Follow established procedures, monitor incoming support requests
- Document all activities, projects, and tickets daily
- Monitor ticket gateway and designated queues
- Escalate issues according to IT Glue documentation
- Build client rapport during onsite assignments
- Travel up to 25–50% as assigned
Requirements
- Provide technical support primarily by phone and ticketing system
- 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
- Create or update IT Glue articles with new customer findings
- 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
Benefits
- Be part of a fun, awesome team
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportticketing systemdocumentationSLA requirementscustomer satisfaction (CSAT)billable hoursIT Glue
Soft skills
client rapportcommunicationorganizationtime management