Support / Systems Engineer

Uptime has a unique Support Engineer position - at its core it's a Systems Engineer position. The systems you would be working on and supporting are a combination of Uptime's infrastructure, cloud services, and end-user equipment. You will support lawyers and their staff as end-users on these platforms.

This is a growing team with members in United States and Canada. We encourage everyone on the help desk team to participate in all the tasks - from the most basic to the more complex. This provides an opportunity for employee growth, fosters teamwork, and ensures you will never have a boring day! Many employees have stated they have been able to learn more in a few months with Uptime than in years spent at other positions. Uptime is looking to expand its talented team with more hardworking, motivated individuals.

The primary responsibilities include:

• End-User Support: Respond to and resolve client support requests ranging from password resets to unresponsive servers or slowness. Supporting end-users within Uptime's cloud (terminal server) environment. Providing remote MSP support for Uptime's end-users.
• Server Administration: Configure and support client servers hosted with Uptime.
• Internal Alerts: Respond to and resolve internal alerts related to client servers (hosted with Uptime).

Support Engineers are expected to handle roughly 10-15 new tickets (client requests) per day and maintain an average of less than 30 open tickets at any given time. Key Performance Indicators include group metrics such as hold time and client satisfaction.

Our help desk is currently staffed in 5 shifts that cover 5 am - 7 pm Central. We are currently hiring for shift 4: 10:00am-6:30pm.Uptime offers hybrid in-office / work-from-home after an initial 90-day training period and based on performance.

Do you have experience in Windows?, Our ideal candidate is an IT Professional who has a go-getter attitude, and is comfortable talking with non-technical end-users and asking technical questions and troubleshooting in layman's terms - after all, customer service is the name of the game.

This position requires prior hands-on work experience in IT and core competency in the following technologies:

• Microsoft Server
• Active Directory and Group Policy Management
• MS Remote Desktop Services
• Microsoft 365, Intune and Entra ID
• Network Printer troubleshooting
• Hardware Firewalls
• Microsoft Office

You will come face to face with these technologies on a daily basis. A basic understanding of them and how to troubleshoot issues is required.

Working knowledge of the following technologies is a definite bonus:

• Tools we use, such as ConnectWise Manage, Ninja RMM, and ScreenConnect
• Veeam Backup and Replication
• Enterprise Server & Storage Hardware (Dell PowerEdge, Nimble)
• Citrix & FSLogix, * Firewall configuration / support (namely WatchGuard): 1 year (Preferred)
• Microsoft Windows Server: 1 year (Required)
• Active Directory / GPO: 1 year (Required)
• M365 / Intune / Entra user and device administration: 1 year (Required)
• Help desk: 1 year (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, A fun environment, room for developing and growing your technical skillset and background, and of course a salary.

The salary is $55,000.

Other benefits include paid time off, a medical package with medical and dental insurance, a health savings account (HSA), 401(k) with 3% safe-harbor (guaranteed 3% 401(k) company contribution), and access to building fitness center.

Pay: Up to $55,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• This position requires you to work from our offices in Eden Prairie, MN. Are you currently located in an area that would allow you to commute to and work from our Eden Prairie offices?
• We are currently only hiring for the 10:00am - 6:30pm shift (Central time). Please confirm this shift is what you are looking for.

Our company provides Managed IT Services, cloud services, document management, and legal application consulting to law firms across North America. We were ranked among Inc. Magazine's list of 5000 fastest-growing private companies in America for eight consecutive years. We have offices in Eden Prairie, MN (our headquarters), Austin, TX, and Toronto, Canada. Learn more about Uptime Legal: https://www.uptimelegal.com/company