Support Engineer I (Swing Shift)

Job Title: Support Engineer I (Swing Shift)

Overview:
Join our dynamic team as a Support Engineer for USAN’s software services solutions and USAN AWS Managed Services clients. In this role, you'll play an important part during the swing shift in providing quality support to our clients, ensuring smooth operation and rapid resolution of issues within our 24x7 Help Desk and Network Operations Center. As a Support Engineer I for USAN’s software services and solutions, you will provide Tier 1 support for USAN and its clients through documented processes and procedures and diagnosing and resolving client service-impacting issues in a timely and efficient manner.

Responsibilities:

• Work collaboratively with team members to effectively support our clients.


• Serve as the Tier 1 point-of-contact for USAN’s software services solutions and AWS Managed Services clients to include on-premises data centers, hybrid solutions, and USAN AWS cloud-based solutions.


• Document client interactions and issue resolutions promptly and accurately using our ServiceNow IT Service Management (ITSM) solution.


• Use documented procedures and resources to diagnose and resolve issues within timeframes specified by Service Level Agreements (SLAs) to ensure client satisfaction and support team effectiveness.


• Escalate reported issues to Tier 3 support teams per documented processes as needed, ensuring seamless handover and resolution.


• Conduct routine ticket audits in ServiceNow to ensure overall ticket quality and closure.


• Oversee outage recovery efforts, including customer notifications, managing conference bridges, and documenting outage timelines.


• Monitor platform and application health using prescribed dashboards and diagnostic tools.


• Audit internal procedures to ensure accuracy and relevance in the current production environment.

Requirements:

• Strong technical aptitude and a passion for problem-solving.


• Excellent communication skills, both verbal and written.


• Ability to work effectively in a mission-critical, 24x7 environment.


• Flexibility to work rotating shifts, including weekends, and holidays.


• Commitment to attaining AWS Certifications (Cloud Practitioner, Solutions Architect, etc.).


• A two-year college degree, technical school graduate, or two years of cumulative industry experience in a related field.


• Prior experience in customer support or help desk role preferred.


• Familiarity with AWS services and cloud-based solutions is a plus.

Benefits:

• Competitive salary and benefits package, with opportunities for increased responsibility and compensation.


• Access to ongoing training, certification programs, and professional development resources.


• A dynamic and collaborative work environment that values innovation, teamwork, and excellence.


• A supportive and collaborative work environment with a focus on team success and innovation.

Join our team and become an integral part of delivering exceptional support to our clients as they navigate the world of cloud-based services. Apply now to embark on an exciting career journey with us!