The Operator-led MSP Investment Group.
Support Engineer II
Location
New Mexico
Posted
4 days ago
Salary
0
Seniority
Senior
Job Description
Support Engineer II
Blue Alliance
• 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
Job 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
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