Systems Support Engineer I

About the Role

The Systems Support Engineer I serves as a critical Tier 1 Service Desk and NOC support resource within Red River Managed Services. In this collaborative, service-oriented workplace, you will provide client-focused technical solutions by troubleshooting customer issues, monitoring alerts, managing incidents, documenting work, and escalating issues across multiple diverse client environments.

Key Responsibilities

• Maintain professionalism and efficiency while managing high volumes of inbound calls and tickets within established service standards.
• Proactively monitor ticket queues to ensure adherence to response and resolution SLAs.
• Accurately assess customer-reported issues and provide Tier 1 troubleshooting for Windows workstations, end-user devices, business applications, hardware, and software across multiple client environments.
• Perform essential user administration tasks including password resets, account management, access requests, and identity-related support functions in accordance with specific client procedures.
• Adhere to customer-specific Knowledge Base Articles (KBAs), processes, and operational requirements while supporting multi-client environments.
• Document clear, concise, and comprehensive ticket notes detailing troubleshooting steps and outcomes.
• Escalate issues effectively when resolution falls outside Tier 1 scope in accordance with defined procedures.
• Deliver exceptional customer service in all interactions to meet or exceed performance metrics including SLA performance, call handling, ticket quality, documentation standards, escalation accuracy, productivity, attendance, and customer satisfaction requirements.

Incident Management

You will monitor alerting systems and dashboards during assigned shifts. Responsibilities include acknowledging, triaging, and taking initial action on automated alerts and Sev-1 incidents involving:

• Server outages
• Network/AP outages
• Power and environmental alarms
• ISP-related issues

You will follow established incident and escalation procedures to manage Sev-1 incidents from creation through resolution, identify alerting failures, and escalate appropriately.