Support Engineer

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

Technical Support Engineer

• 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

Support Engineer I

• 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

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues
• This position performs repairs to software or peripheral equipment configurations, following design or installation specifications
• Support Technicians escalating issues to senior staff members
• The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must
• Occasional training of end users and new team members is required
• Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment
• Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability
• Attention to detail is required to complete tickets in accordance with company standards
• The desire to learn and the ability to absorb new skills and information are key to this position

IT Support Technician

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• provides acquisition logistic support including sustainability, reliability, maintainability, and availability of the system's components
• develops requisitions for and manages records of equipment, components, repair parts and related manuals
• conducts distribution and network studies, monitors inventory and analyzes requirements

Logistics Support Analyst

• Provide technical support remotely and on site for highly complex problems involving equipment malfunction, on wafer issues, and performance enhancement programs.
• Use advanced troubleshooting methodologies and establish success criteria.
• Develop comprehensive action plans, analyze findings, and perform root cause analysis.
• Support FSO repair activities through escalation closure.
• Recommend best practices to improve products, processes, or services.
• Provide on-site coaching to FSO and support NPI development early in the product life cycle.

• Performs analysis, design, development, maintenance, and administration of computer hardware and software systems to meet business needs
• Carries out functions such as monitoring and administering servers and related platforms; maintaining, configuring, and monitoring network and/or telecommunications infrastructure and related components; and/or maintaining and configuring Human Capital Management (HCM) systems
• Supports payroll accuracy and compliance through the administration and analysis of time-tracking processes
• Acts as a liaison and consults with departmental customers and stakeholders to identify and analyze business functions that can be improved
• Translates business requirements into system deployments
• Performs professional-level systems maintenance, customer support duties, and programs with object-oriented languages
• Serves as a project manager over routine systems-related projects
• Prepares technical documentation, procedural plans, reports, correspondence, and other documents
• Serves as the main client interface on assigned technology projects

Senior Business Support Analyst

• Deliver first-line remote technical support within a single modality
• Resolve a broad range of technical issues
• Ensure high customer satisfaction, regulatory compliance, and accurate service documentation
• Conduct root cause analysis (RCA)
• Document diagnostic steps and resolutions
• Escalate complex issues with detailed case histories to senior engineers
• Collaborate with cross-functional teams to improve service operations

Technical Support Engineer 4

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.
• Provide front line, first level, technical assistance for consumers.
• Assist with product recommendations and sales inquiries.
• Supporting Client specific high speed internet services delivering an exceptional customer experience.
• Resolve technical problems, within a fast paced, customer facing environment.
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
• Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
• Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and have the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket system for user issues, Data Network, OS issues.
• Be patient, courteous and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

Technical Support & Sales Representative

• Coordinates with systems, network, and database administrators to implement application or system design specifications and ensure integration across multiple platforms and technologies; maintains effective communication with users regarding vendor activities, issues, timelines, and project status.
• Analyzes and evaluates computer network design, operating systems, and business requirements; consults with departmental personnel to identify opportunities for strategic network enhancements; designs system architecture, network infrastructure, and configuration solutions that align with organizational needs; develops and executes improvement plans.
• Serves as administrator for large and highly complex databases; researches and defines database environment requirements and specifications; determines integration needs to ensure interoperability across multiple platforms and technologies.
• Oversees the integrity and security of County networks and all related components, including hardware, software, and user access; monitors network activity for malicious behavior; filters threats; retrieves data for investigations; defines and maintains network and data security standards; performs computer forensics as authorized; researches emerging threats and implements new security products and procedures.
• Provides recommendations for hardware and software enhancements to support business goals; recommends and/or implements operating system modifications to optimize performance and resolve resource issues; develops and executes improvement plans.
• Serves as a technical expert within the assigned area; provides guidance and direction to professional staff; resolves complex technical issues; participates in strategic planning for system and application development or modification.
• Leads the work of subordinate IT staff within an assigned unit; directs the efforts of peers and team members on assigned projects to ensure successful execution.
• Prepares reports, correspondence, and technical documentation; participates in committees and task forces; attends meetings, conferences, and training sessions.
• Handles sensitive and/or confidential records, documents, and information with discretion and in accordance with confidentiality policies and standards.
• Performs other related duties as assigned. Position responsibilities may vary depending on the specific allocation and focus of the role.

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