Support Engineer II

🔥 3 horas atrás

🌶️ New Mexico – Remoto

🌶️ New Mexico – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Blue Alliance

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💸 Finanças

🏢 Corporativo

☁️ SaaS

Finance • Enterprise • SaaS

A Blue Alliance é um grupo de investimento liderado por operadores que faz parcerias com provedores de serviços gerenciados (MSPs) para ajudá-los a alcançar crescimento e superar obstáculos financeiros e operacionais. Com uma "Filosofia de Fundadores em Primeiro Lugar" única, a empresa oferece mais do que capital financeiro, proporcionando insights operacionais e expertise com base na vasta experiência de seus fundadores na gestão bem-sucedida de MSPs. A Blue Alliance facilita a colaboração entre MSPs por meio de recursos, talentos e conhecimentos compartilhados, aprimorando a escalabilidade e enfrentando desafios técnicos de forma eficaz. Também faz parceria com uma firma de private equity, a Prairie Capital, para fortalecer seus recursos e ampliar suas capacidades. Ao manter as operações independentes e a cultura de marca de suas empresas parceiras, a Blue Alliance se concentra na criação de uma rede colaborativa e orientada para o crescimento, projetada para o sucesso e inovação de seus parceiros MSP.

Descrição

• 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

🎯 Requisitos

• Strong knowledge of Incident management and time tracking • Running scripts and pushing actions for remote support • Strong knowledge of domain controllers, group policy, and security groups in Active Directory • Strong knowledge of VMware/Hyper-V for incident and operational support • Strong knowledge of patching, maintenance, and differentiating physical/virtual Microsoft Windows/Servers; ability to add new drivers to print servers • Strong troubleshooting skills (DHCP, DNS, VLAN, and circuit/ISP issues) • Strong working knowledge of AzureAD and Microsoft 365 • Installation, troubleshooting, and training on Microsoft Servers and Network Equipment • Proficiency with central repositories for project documentation • 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)

🏖️ Benefícios

• 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