Systems Support Engineer I - Fri-Mon (10AM – 8:30 PM)

Hourly Range: $24.56 USD to $36.84 USD

Description

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality.  Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first-in-class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.

• Creativity — You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression.

• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.

• Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely.

• Judgment  — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.

• Purpose — You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.

• Resilience  — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.

• Selflessness  — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

This position works on a team within the Managed Services Service Desk. The Tier 1 Service Desk Engineer serves as the first point of contact for Managed Services customers, providing prompt, professional, and accurate technical support across multiple clients and platforms. The team performs both Service Desk and NOC-style monitoring functions, including initial response and triage for Sev‑1 incidents such as outages and system alerts. This position supports a 24x7x365 Service Desk operation and requires flexibility to work assigned shifts, including evenings, overnights, weekends, holidays, and other coverage needs as required.

Tier 1 Engineers support multiple client environments simultaneously and must adapt to varying technologies, support procedures, escalation paths, documentation standards, and service level agreements. They are responsible for accurately assessing issues, following client-specific Knowledge Base Articles (KBAs) and procedures, resolving issues within scope, and escalating appropriately when resolution cannot be achieved. Success in this role requires strong customer service skills, attention to detail, and adherence to established processes in an SLA-driven environment.

This role will operate on the Fri-Mon (10AM – 8:30 PM) shift

Service Desk & Customer Support

• Manage inbound call and ticket volume while maintaining professionalism, efficiency, and adherence to established service standards.

• Proactively monitor ticket queues to maintain response and resolution SLAs.

• Accurately assess customer-reported issues and provide Tier 1 troubleshooting and issue resolution across multiple client environments and technologies.

• Perform common user administration tasks including password resets, account administration, user access requests, and other identity-related support functions in accordance with client procedures.

• Provide Tier 1 support for Windows workstations, end-user devices, business applications, and related hardware and software issues.

• Adhere to customer-specific Knowledge Base Articles (KBAs), processes, and operational requirements while supporting multiple client environments.

• Document clear, concise, and comprehensive ticket notes, including troubleshooting steps and outcomes.

• Escalate issues when resolution is outside Tier 1 scope in accordance with defined procedures.

• Deliver exceptional customer service in all interactions.

• Consistently meet or exceed all established performance metrics and KPIs, including SLA performance, call handling, ticket quality, documentation standards, escalation accuracy, productivity, attendance, and customer satisfaction requirements

• Complete other duties as assigned in support of service operations.

Incident Response & NOC Duties

• Monitor alerting systems and dashboards during assigned shifts.

• Acknowledge, triage, and take initial action on automated alerts and Sev‑1 incidents, including:

• Server outages

• Network/AP outages

• Power and environmental alarms

• ISP-related issues

• Follow established incident and escalation procedures.

• Manage Sev-1 incidents from creation through escalation and/or resolution.

• Identify alerting issues or failures and escalate to Supervisors.

Minimum Education/Certification/Experience Requirements:

• Bachelor's degree or High School diploma/GED with equivalent professional experience.

• Minimum 1 year of IT experience in a Service Desk, NOC, and/or Managed Services environment.

• Experience working with ITSM platforms, ticketing systems, and incident management processes.

• Fundamental understanding of

• Network and Cloud concepts

• Hardware & Software

• Operating systems and basic IT troubleshooting

• Common IT technologies & tools (anti-virus, remote tools, backups, firewalls, servers, software)

Preferred Education/Certification/Experience:

• Experience in handling escalations and critical incidents.

• Experience working in SLA- and KPI-driven support environments.

• Previous Experience in a fast-paced consulting or MSP environment as plus

• Entry level industry certifications such as: CompTIA A+, Network+, Office 365 Fundamentals, ITIL Foundations, HDI a plus

• IT administration and support experience with windows administration and management of Active Directory, DHCP, DNS, and Group Policy

**Knowledge, Skills and Abilities: **

• Ability to work a flexible schedule in support of a 24x7x365 Service Desk operation, including evenings, overnights, weekends, holidays, and additional coverage as business needs require.

• Strong customer service, verbal, and written communication skills, including professional phone support, customer correspondence, and accurate technical documentation.

• Ability to follow and adhere to client-specific knowledge base articles (KBAs), processes, procedures, documentation standards, and escalation paths across multiple customer environments.

• Ability to work effectively in a metric-driven environment while consistently meeting service level agreements (SLAs), key performance indicators (KPIs), productivity, quality, and customer service expectations.

• Ability to quickly learn and support multiple client environments, technologies, and operational processes.

• Strong ability to work & collaborate in a team-based environment

• Ability to be a self-starter and possess good time management skills

• Desire to grow technical expertise and career progress

• Ability to be a self-starter and possess good time management skills

Essential Elements (Mental; Physical; Equipment used):

This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.

This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.

Special Requirements:

This position may be required to temporarily adjust scheduled shifts, including working alternate days or hours, to ensure adequate coverage across the 24x7x365 operational environment. Flexibility is essential to support business needs and team coverage.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.