Systems Support Engineer - Remote

Red River • Remote, OR

432d • Remote

About The Position

The Systems Support Engineer at Red River Managed Services is responsible for providing technical support to both internal team members and external customers. This role focuses on incident and problem management, ensuring effective communication and resolution of technical issues while maintaining high standards of service delivery. The ideal candidate will demonstrate a collaborative spirit, creativity, empathy, integrity, and resilience in a fast-paced environment, contributing to the overall success of the team and the organization.

Requirements

• BS in Business Administration, Computer Science, Engineering, or other technical degree or equivalent experience.
• Previous technical support experience in Level One customer-facing roles.
• Experience in IT application or infrastructure with a focus on DBA, server, storage, backup, and network.
• Proven ability to utilize CRM data, product documentation, and other resources to research and resolve client technical issues.
• IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments.
• Strong understanding of hardware and software compatibility, installation, and configuration.

Nice To Haves

• Technical working knowledge in Oracle DB 10g-12, Oracle RAC, Windows Server, MS SQL, Veeam/ActiveIO, HP Data Protector, WebLogic, and other major OEMs.
• Working knowledge of Service Desk ITSM management solutions from ServiceNow, Splunk, and ScienceLogic.

Responsibilities

• Accept calls, alerts, and escalations from customers and the Level 1 operations team within specified timeframes.
• Handle incoming calls/tickets from multiple additional clients during downtime from the primary client.
• Act as the point of contact for user incidents reported by telephone, email, and remote monitoring tools, ensuring all processes and agreed-upon standards are followed.
• Perform system analysis techniques to consult with end users and determine hardware and software system functional specifications.
• Consistently meet/exceed customer account needs; identify opportunities to enhance the delivery of company service and support goals.
• Engage in IT certification programs to develop subject matter expertise.
• Work independently with a focused direction while adding value and contributing to overall team performance.
• Maintain accuracy of all reports/audits and documentation based on Red River and customer-defined system specifications.
• Ensure log entries to the ticketing system are accurate, concise, and timely to meet internal and client SLAs (service-level agreements).
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
• Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation.
• Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
• Keep current on new releases, updates, and changes to internal run book procedures.
• Continually pursue ongoing training and development opportunities to advance skill sets and, in turn, the ability to effectively deliver to customers.
• Maintain a clear understanding of the interdependencies that problem, change, and configuration management processes have on good incident management practices.
• Act as a mentor to Red River interns.
• Provide after-hours on-call support as required.
• Other business duties as assigned.

Benefits

• Competitive salary
• Excellent benefits
• Exceptional work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administration of Economic Programs
• Education Level: Bachelor's degree