Support Engineer

Role Overview

The Support Engineer I provides technical support primarily by phone or ticketing system, with occasional onsite support as needed. The role follows documented support procedures, monitors ticket queues, and maintains ticket and phone service level agreements (SLAs).

• Document all time daily (activities, projects, tickets) in the ticketing system in real time
• Ensure in-progress tickets are properly documented and handed off before the end of each shift
• Monitor ticket gateway and designated queues
• Escalate issues according to documented procedures in IT Glue Create or update documentation in IT Glue based on new customer findings
• Build client rapport during onsite assignments through troubleshooting and direct interaction
• Travel 50-75% as required

• Maintain established call and ticket SLAs as defined by management
• Maintain customer satisfaction (CSAT) scores as defined by management
• Submit weekly timesheets by end of shift each Friday
• Meet established billable hours requirements each week
• Achieve annual goals and objectives as set in the HRIS and reviewed quarterly

• Ticketing Software:
  Incident management and time allocation
• Remote Support Tools:
  Ability to remote into systems, push approved scripts, and execute actions
• Active Directory:
  Basic knowledge of security groups, group policy, and domain controllers
• Virtualization:
  Basic understanding of VMware and Hyper‑V
• Microsoft Windows/Servers:
  Knowledge of Windows environments, server types, patching, and maintenance
• Networking:
  Basic troubleshooting skills, DHCP, DNS, and tools such as ping, nslookup, and trace route
• Additional software as assigned

• Ability to use hands to handle and control equipment
• Ability to communicate effectively (talk and hear)
• Ability to read, write, and interpret written documents
• Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations)

By accepting this role, employees acknowledge their responsibility to comply with company policies, uphold organizational values, and report any violations of law or standards of conduct. Employees are expected to demonstrate respect and integrity in all interactions with clients, customers, and colleagues.