Support Desk Engineer
Confirmed on the employer's own hiring board on Oct 23, 2026. First seen by Alion on Sep 29, 2026. Cloudstaff scores B on the Alion truth index.
A Support Desk Engineer is the first line of client technical support and is responsible for providing a high level of customer service. This role receives end-user tickets via phone, desktop application, and email submissions. They assist clients remotely by identifying solutions and troubleshooting system issues. A Support Desk Engineer follows standard procedures for ticket escalation and documentation to ensure timely and effective resolution.
CLIENT SERVICE EXCELLENCE
- In all tasks and responsibilities, be a champion and representative of the Five Nines Fundamentals.
- Need a refresher? Our Five Nines Fundamentals can be found here: Fundamentals.pdf
CORE RESPONSIBILITIES
85% - Client Service & Support
- Serve as the first point of contact for incidents and service requests
- Troubleshoot IT issues for clients
o Support technical issues related to core business applications and operating systems
o Assist with basic network-level support, including WAN and LAN connectivity
o Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Provide the highest level of customer service and satisfaction
- Work through a daily schedule in ConnectWise and maintain ongoing ticket review
o Update tickets regularly and keep the partner informed of progress, impending changes, or agreed outages
o Ensure service goals are met; escalate service or project issues that cannot be completed within agreed service levels, especially aging tickets
- Collaborate with peers on the Primary Team to ensure requests are routed to the proper resource for quick and efficient resolution.
- Communicate critical updates to Primary Team peers to ensure alignment on key issues.
- Notify Procurement and Quoting Team for non-project related product requests
- Create, review, and maintain documentation for clients
10% - Internal Processes, Documentation, Audits and Standards
- Responsible for entering service or project tickets, time, and expenses in ConnectWise as it occurs
- Resolve Five Nines’ audit findings or and general support as required
5% - Internal Meetings and Training
· Attend internal meetings and trainings as assigned
KEY PERFORMANCE INDICATORS
· Ticket Closures: 30-35 closed/week
· Ticket Management/Hygiene
o Adhere to SLOs
o Follow time tracking SOPs
· Client Satisfaction
o CSAT and client surveys
· Documentation Accuracy
Qualifications
EDUCATION AND EXPERIENCE
- Associate degree in Information Technology or equivalent work experience
- Previous customer service experience
Perks and benefits
Comprehensive Legal Benefits
As part of your contract, we ensure all legally mandated benefits are covered-because your well-being is our priority!
Here's what you can count on:
Health Insurance (EPS)
Pensión Coverage
Severance Pay (Cesantías)
Family Compensation Fund (CCF)
Occupational Risk Insurance (ARL)
Exclusive Perks That Go Beyond
We believe in giving more than just the basics. With us, you’ll enjoy:
Premium Health Insurance (Prepagada)
Life Insurance, starting from your 16th day with us.
Flexible Work Setup options-Hybrid, On-site, or Remote. (This can change according to the role you are applying to)
Access to the CloudStaff Dream Points Program.
Exciting Growth Opportunities to fuel your career aspirations.