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Onsite Support Engineer I
3 months ago
Grow your IT career with us
- Do you enjoy technical troubleshooting and problem solving?
- Do you want to surround yourself with passionate, knowledgeable IT experts?
- Are you a strong communicator who thrives when helping others?
- Are you looking for a company that values its employees and its culture?
This could be a good fit for you - and for us
BECA, a Blue Alliance company, is a well-established IT services provider serving the greater Atlanta area for over 40 years. We are looking for the right person to fill the role of Onsite Support Engineer I. The primary responsibility of this position is to assist users with issues by phone and by ticket. As a member of our internal support team, a Onsite Support Engineer I is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket and phone SLA.
Important Attributes for a BECA Onsite Support Engineer I:
- Ticketing System: All time is documented daily (activities, projects, tickets) in the moment of task. Complete & detailed notes for work completed. Priority 2 or higher tickets should be handed off before the end of shift. Priority 3 tickets should be scheduled or in a waiting status at end of every shift. Monitor the ticket gateway when phones are slow, or a dispatcher is not available.
- IT Glue: Escalate issues by following the “Escalation Expectations” article in ITGlue. Document new findings by updating old articles. Create new articles when service or task is not documented.
- Service Desk Phone Que: Answer client calls offered. Stay logged into platform during all working hours. Handle afterhours and On call shifts from time to time.
- Communication: Clear and productive communication with other teams and customers.
- Travel: Travel to client locations in Cumberland, GA as assigned by service coordinator.
And of course, your technical skills This should include:
- Ticketing software - Incident management and allocating time to tickets being worked
- Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work
- Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance
- Microsoft 365 - Basic knowledge of user account management and unified communication platform management
- Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, mslookup, traceroute
- Maintain suggested vendor and technical certifications for authorizations
- Software as assigned
As a BECA Onsite Support Engineer I, we’re counting on you to:
- Maintain established ticket SLA on phones and tickets as defined by Manager
- Work and document established billable hours each week
- Maintain CSAT score as defined by Manager
- Timesheet for Previous week submitted by end of shift Monday
- Available for on-call weeks and all hands on deck outages
- Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly
Why would You want to work with Us?
Being part of the BECA team, a Blue Alliance partner, means more opportunities to learn and grow professionally, with access to hundreds of peers and specialists across the country. Working within the Blue Alliance family provides the best of both worlds – the small team feel and client interactions of a local MSP with the resources and opportunities of a world-class, global IT firm. BECA offers a robust benefits and 401k package, as well as providing opportunities for employee training and certifications. BECA loves throwing events, celebrated by teams near and far. We work hard individually, and we provide opportunities to come together as a local team, even if just for a happy hour, we like to cheer to our successes together.
Benefits of working at BECA:
- Be part of a fun, awesome team
- 9 paid holidays
- 401K Retirement with matching contributions
- Excellent medical, vision and dental insurance
- Life insurance and disability insurance
- 3 weeks PTO
Top Reasons our Employees Love Being Part of the Blue Alliance Family:
- Entrepreneurial Culture
- Fast-paced Flow, with a Variety of Projects
- Collaborative Work Environment
- Training & Certifications
- Career Growth Opportunities
Ready for the next step?
The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.
Requirements: