Junior IronCare Engineer – Swing Shift

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact by handling incoming customer calls and emails via the support queue.

• Provide exceptional customer service to both internal and external clients.

• Create, update, document, and resolve customer tickets in ServiceNow, adhering to ticketing and compliance standards.

• Ask insightful questions, collect relevant details, and document troubleshooting procedures and actions undertaken.

• Take ownership of customer issues and escalate them through the proper channels when additional assistance is required.

• Conduct basic technical troubleshooting and gather necessary information.

• Assist with user moves, additions, changes, and deletions.

• Support requests for information, password resets, and triage call-quality concerns.

• Develop, maintain, and adhere to knowledge-base documentation for customer issues and internal processes.

• Clearly communicate technical information to non-technical users.

• Keep customers updated and supported throughout the resolution process.

• Enhance technical skills while assisting customers and gaining insights from the Managed Services team.

⛳️ Requirements

• High school diploma is required; a higher degree is preferred.

• Proven interest and aptitude in IT, technology, and troubleshooting.

• Strong verbal and written communication skills with a focus on customer service.

• Excellent customer service abilities.

• Capacity to ask probing questions, listen attentively, and collect information necessary for troubleshooting issues.

• Ability to stay calm, professional, and customer-oriented when dealing with frustrated end users.

• Strong skills in documentation, note-taking, and attention to detail.

• Ability to adhere to established processes and defined requirements.

• Dependable and accountable; available to support service desk calls at the beginning of the assigned shift.

• Ability to work effectively as part of a team.

• Capacity to handle sensitive and confidential information appropriately.

• U.S. citizenship is required.

• Eligibility to obtain a Public Trust or Secret-level government clearance.

• Previous experience in a customer-facing help desk, service desk, technical support, or a similar environment.

• Familiarity with ServiceNow or another IT service management/ticketing platform.

• Availability for a swing shift: Monday–Friday, 12–9pm EST.

🏝️ Benefits

• Base salary range of $45,000–$55,000 per year.

• Overview of benefits available on the careers page.

• Opportunity to gain practical technical experience.

• Opportunities for learning and professional development.

• Exposure to customer support, troubleshooting, ServiceNow, documentation, and managed services operations.

• Collaborative team environment.