Job Description
Job Description
The Support Engineer is accountable for resolving assigned support tickets accurately, efficiently, and within service expectations. This role owns ticket execution, documentation quality, time entry discipline, resolution quality, and clean escalation when an issue requires additional support.
The Support Engineer is expected to work assigned tickets to completion, document work clearly, communicate appropriately, reduce reopens, and maintain accurate daily time entry. The role supports overall service delivery performance by resolving issues to SLA, maintaining quality ticket notes, and escalating only after appropriate troubleshooting context has been captured.
This role reports to the Service Desk / Branch Manager and operates within the Service Desk Operating Standard. The Support Engineer does not own queue strategy, staffing, client relationship management, or department-level service performance; the Support Engineer owns individual execution and the quality of work performed on assigned tickets.
Success in this role is measured through individual and team scorecard metrics including tickets closed, time entry compliance, reopen rate, first contact resolution, escalation quality, documentation compliance, billable utilization, response time, resolution time, AHT compared to peers, and ticket difficulty compared to peers.