Support Engineer I, 3rd Shift (12am-9am EST Tuesday-Saturday)

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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 technical support directly at client locations and by phone as assigned • Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met

🎯 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 • Communicate with vendors to resolve outage issues • Build client rapport during onsite assignments (in-person troubleshooting, walkthroughs, client interaction) • Maintain established 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 scheduled on-call rotations • Meet annual goals and objectives set in HRIS with quarterly reviews • Ticketing software: Incident management and time tracking • Remote system access: Running scripts and pushing approved actions • Active Directory: Basic knowledge of security groups, group policy fundamentals, domain controllers • Virtualization: Basic knowledge of VMware/Hyper-V for user incident support • Microsoft Windows/Servers: Basic knowledge in patching, maintenance, and differentiating physical vs. virtual servers • Networking: Basic troubleshooting skills (DHCP, DNS, ping, nslookup, traceroute). • 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