Support Engineer II

🔥 2 minutes ago

🌶️ New Mexico – Remote

🌶️ New Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Blue Alliance

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🏢 Enterprise

☁️ SaaS

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.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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