Support Engineer

• Resolve customer service tickets and provide ongoing support across desktop, server, network infrastructure, and cloud computing environments
• Manage, update, and support customer infrastructure, including firewalls, switches, access points, hypervisors, servers, SANs, desktops, VPNs, and Microsoft Azure
• Prioritize and address high-impact tickets while efficiently allocating time and resources
• Ensure solutions fully address customer needs and contribute to long-term customer success
• Communicate regularly with customers and CIT employees through verbal and written communication
• Maintain accurate records of support activities, ticket updates, resolutions, and customer interactions
• Meet or exceed KPIs related to ticket resolution time, customer satisfaction, and other relevant metrics
• Participate in ongoing education and training
• Participate in on-call and 24/7/365 shift rotations as required
• Perform other duties and responsibilities as assigned
• Conduct most end-user interactions virtually
• Keep web cameras on during external and internal meetings

IT Support Engineer – Level 2

• Learn POS systems through a comprehensive training program
• Troubleshoot hardware, software, and networking issues remotely and on-site
• Install and deploy retail systems
• Travel to client sites using a company-provided vehicle
• Provide hands-on, on-site support for grocery, hospitality, convenience, restaurant, and retail businesses
• Restore business operations when systems go down
• Lead installation projects from delivery through documentation
• Maintain critical inventory systems

Field Support Technician

• Provide technical support through email and troubleshooting calls
• Support Hoxhunt’s platform, email technologies including M365 and Google Workspace, and identity provider services including Microsoft Entra and Okta
• Serve as the first point of contact for US-based customers
• Resolve technical issues and ensure customer satisfaction
• Troubleshoot complex issues and suggest solutions
• Ensure smooth product functionality
• Collaborate with global teams
• Share insights and contribute to process and product improvements
• Learn the Hoxhunt platform and handle basic tickets under guidance during the first 30 days
• Independently resolve complex tickets, conduct troubleshooting calls, and suggest process improvements by 60 days
• Lead critical support cases and contribute to the US-based support strategy by 90 days

Support Engineer jobs in Minnesota

IT Support Engineer – Level 2

Field Support Technician

Technical Support Engineer