Junior IronCare Engineer – Weekend Shift

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

📋 Description

• Provide essential technical support to key customers throughout the entirety of the support lifecycle.

• Address incoming customer calls and emails via the support queue.

• Deliver exceptional customer service to both internal and external stakeholders.

• Create, update, document, and close customer tickets in ServiceNow in line with ticketing and compliance standards.

• Ask strategic questions, collect pertinent information, and document troubleshooting steps and actions taken.

• Take ownership of customer issues and escalate them through the appropriate channels when necessary.

• Conduct basic technical troubleshooting and information gathering.

• Support user moves, additions, changes, and deletions.

• Assist with information requests, password resets, and triaging call-quality issues.

• Develop, maintain, and adhere to knowledge base documentation.

• Clearly communicate technical information to non-technical users.

• Ensure customers are kept informed and supported throughout the resolution process.

• Work weekend shifts from Saturday to Tuesday, 9:00 AM to 6:00 PM.

⛳️ Requirements

• A high school diploma is required; an advanced degree is preferred.

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

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

• Exceptional customer service abilities.

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

• Ability to remain calm, professional, and customer-oriented while assisting 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 and prepared to support service desk calls at the beginning of the assigned shift.

• Ability to work effectively as part of a team.

• Capability to manage sensitive and confidential information appropriately.

• U.S. citizenship is required.

• Ability 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 setting.

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

• Willingness to learn and enhance technical skills.

🏝️ Benefits

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

• Opportunity to gain hands-on technical experience.

• Learning and professional growth opportunities.

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

• Collaborative team environment.

• Equal employment opportunity and a work atmosphere free of discrimination and harassment.