Technical Support II

🔥 17 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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SAIC

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

☁️ SaaS

📣 Marketing

🏢 Enterprise

💰 $500M Post-IPO Debt - SAIC on 2025-09

SaaS • Marketing • Enterprise

SAIC is represented in the supplied content by marketing and product copy that matches Bitly — a cloud-based link management and QR-code platform. The material describes a SaaS offering for URL shortening, dynamic QR Codes, link analytics, mobile-friendly landing pages, branded links, UTM campaign tracking, digital business cards, developer APIs and AI-enhanced features. It targets marketers, developers, and enterprises across industries (retail, CPG, hospitality, media, healthcare, finance, education) and emphasizes integrations, analytics, and enterprise-grade capabilities. Note: the provided text appears to be Bitly’s website content rather than information about SAIC; if you intended the defense/technology firm SAIC (Science Applications International Corporation), please provide relevant content.

📋 Description

• Resolve Tier 1 technical problems and answer customer queries by telephone, email, or self-service ticket • Support customer computer hardware, software, network, system/application access, and telecommunications systems • Apply basic enterprise diagnostic techniques to identify problems, investigate causes, and recommend solutions • Diagnose, identify, isolate, and analyze problems using historical ticket records and the knowledge base • Respond to customer support requests quickly and efficiently while maintaining Service Level Requirements • Resolve customer incidents and requests or assign them to higher tiers • Escalate complex problems to higher levels of expertise within the organization • Document all customer interactions in a ticketing system • Alert management to recurring problems and problem patterns • Provide customers with a reference number for their incident or request

🎯 Requirements

• High School Diploma or GED • 1-5+ years of related call center experience • USPV+ required during onboarding • Must be a US Citizen • Exceptional customer service focus • Ability to triage incoming requests, follow up, and escalate as needed • Ability to follow documented processes, procedures, and policies • Ability to ensure a high level of user satisfaction • Fluency in Microsoft Office suite, Windows 10, and Teams • Knowledge of Microsoft Windows 11 • Ability to work independently and within a team • Ability to establish and maintain effective working relationships • Strong oral and written communication skills • Experience supporting remote or onsite users preferred • Experience with Azure Enterprise Identity Management services preferred • Experience using ServiceNow or similar ticketing systems for Incident, Problem, and Change Management preferred

🏖️ Benefits

• Full-time remote opportunity within the continental United States • Customer-dedicated shifts between 9:30am and 9:00pm EST, with opening, mid-day, and closing shift options