Support Engineer I

Job not on LinkedIn

4 hours ago

🏈 Ohio – Remote

Although this job is listed in Ohio, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Blue Alliance

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Finance • Enterprise • SaaS

Blue Alliance is an operator-led investment group that partners with managed service providers (MSPs) to help them achieve growth and overcome financial and operational obstacles. With a unique "Founders-First Philosophy," the company offers more than just financial capital, providing operational insights and expertise based on its founders' extensive experience in successfully running MSPs. Blue Alliance facilitates collaboration among MSPs through shared resources, talent, and expertise, enhancing scalability and addressing technical challenges effectively. It also partners with a private equity firm, Prairie Capital, to strengthen its resources and broaden its capabilities. By maintaining the independent operations and brand culture of its partner companies, Blue Alliance focuses on creating a collaborative, growth-oriented network designed for the success and innovation of its MSP partners.

201 - 500 employees

💸 Finance

🏢 Enterprise

☁️ SaaS

📋 Description

• Provide technical support primarily by phone and ticketing system, with occasional onsite assignments. • Follow established procedures, monitor incoming support requests, and ensure service levels are met for both tickets and phone calls.

🎯 Requirements

• 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. • Build client rapport during onsite assignments (troubleshooting, walkthroughs, client interaction). • Travel up to 25–50% as assigned. • Maintain established SLA requirements for calls and tickets. • Achieve customer satisfaction (CSAT) scores as defined by manager. • Submit weekly timesheets by end of shift on Friday. • Work and document established billable hours each week. • Meet annual goals and objectives set in HRIS with quarterly reviews.

🏖️ Benefits

• Be part of a fun, awesome team • 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