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Support Engineer I - Remote

Posted 3 days ago
Customer Service
Full Time
Worldwide

Overview

Support Engineer I provides technical support primarily by phone or by ticket, but may be asked to go onsite as needed.

In Short

  • Document all time spent on tasks in the ticketing system.
  • Hand off and document in-progress tickets before the end of shift.
  • Monitor the ticket gateway and designated queues.
  • Escalate issues as documented.
  • Create or update articles in IT Glue for new customer findings.
  • Build client rapport during onsite assignments.
  • Travel up to 25-50% when assigned.

Requirements

  • Maintain call and ticket SLAs as defined by Manager.
  • Maintain established CSAT score as defined by Manager.
  • Submit timesheet by end of shift on Friday.
  • Document established billable hours each week.
  • Meet annual goals and objectives as set in HRIS.

Benefits

  • Opportunities for travel and onsite support.
  • Engagement with clients and hands-on troubleshooting.
Path Forward IT logo

Path Forward IT

Blue Alliance IT LLC is a collaborative network of innovative IT companies, including BECA, Path Forward IT, Skynet Innovations, United Systems, and Total Networks, dedicated to transforming the industry through shared expertise and resources. The company serves as the operational backbone for its partners, providing top-notch services in finance, accounting, HR, sales, and marketing. With a mission to drive excellence and empower partners, Blue Alliance fosters a culture that values employee growth and collaboration. Employees benefit from a dynamic work environment that combines the personal touch of a local managed service provider with the extensive resources of a global IT firm, offering numerous opportunities for professional development and career advancement.

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