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

Blue Alliance

Technical Support Engineer providing IT support at client locations and via phone. Ensuring service level agreements are met and documenting all activities in ticketing system.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ticketing softwareincident managementtime trackingActive DirectoryVMwareHyper-VMicrosoft WindowsMicrosoft Serversnetwork troubleshootingDHCP

Soft Skills

communicationclient interactionrapport buildingcustomer satisfactionproblem-solvingtime managementdocumentationteam collaborationadaptabilityattention to detail

Tools & Technologies

IT Glueremote system accessticket gatewayservice level agreementsCSAT scoresHRISon-call rotationsweekly timesheetsescalation proceduresin-person troubleshooting

Industry Keywords

service level agreementscustomer supporttechnical supportvirtualizationsecurity groupsgroup policydomain controllersphysical vs. virtual serversoutage resolutionbillable hours

Tech Stack

Tools & technologies

DNSVMware

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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