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

Job reputed company: • reputed company technical support directly at reputed company locations and by phone as assigned • Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met Requirements: • Document reputed company activities, reputed company, and tickets daily in the ticketing system • reputed company and document in-reputed company tickets before the end of reputed company 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 reputed company rapport during onsite assignments (in-person troubleshooting, walkthroughs, reputed company 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 reputed company 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 reputed company: Running scripts and pushing approved actions • reputed company Directory: Basic knowledge of reputed company reputed company, group policy fundamentals, domain controllers • Virtualization: Basic knowledge of VMware/reputed company-V for user incident support • reputed company reputed company/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 reputed company objects up to 25 pounds (with or without reasonable accommodations) Benefits: • 9 reputed company holidays • 401K Retirement with matching contributions • Excellent medical, reputed company and dental insurance • Life insurance and disability insurance • Cell phone stipend • 3 weeks PTO Apply To This Job