Jr. IronCare Engineer

About the Role

Iron Bow Technologies is seeking a Junior IronCare Engineer to join our growing Managed Services team. This role provides frontline technical support to key customers, ensuring a positive customer experience throughout the support lifecycle. This is an opportunity for someone passionate about technology, who enjoys solving problems and wants to build a career in IT, to work in a fast-paced, customer-focused environment.

This position is for the Swing Shift (Mon-Fri 12-9pm EST).

Key Responsibilities

• Serve as a frontline point of contact by responding to incoming customer calls and emails.
• Deliver a high level of customer service to both internal and external customers.
• Create, update, document, and close customer tickets in ServiceNow in accordance with established ticketing and compliance requirements.
• Ask effective questions, gather relevant information, and accurately document troubleshooting steps and actions taken.
• Take ownership of customer issues and escalate them through the appropriate channels when additional support is needed.
• Perform basic technical troubleshooting and information gathering to help identify and resolve customer issues.
• Support user moves, adds, changes, and deletes.
• Assist with customer requests including information requests, password resets, and triaging call quality issues.
• Create, maintain, and follow knowledge base documentation for customer issues and internal processes.
• Communicate technical information clearly and effectively to non-technical users.
• Help ensure customers remain informed and supported throughout the resolution process.

Requirements & Tech Stack

• ServiceNow or another IT service management/ticketing platform.

Qualifications

• High school diploma required; advanced degree preferred.
• Demonstrated interest and aptitude in IT, technology, and troubleshooting.
• Strong verbal and written communication skills with a customer-service mindset.
• Excellent customer service skills and a strong commitment to delivering a positive customer experience.
• Ability to ask probing questions, listen effectively, and gather the information needed to troubleshoot an issue.
• Ability to remain calm, professional, and customer-focused when assisting frustrated end users who may have limited technical knowledge.
• Strong documentation, note-taking, and attention to detail skills.
• Ability to follow established processes and execute against defined requirements.
• Dependable and accountable, with the ability to be available and ready to support service desk calls at the start of the assigned shift.
• Ability to work effectively as part of a team.
• Ability to appropriately handle sensitive and confidential information.
• U.S. citizenship required.
• Ability to obtain a Public Trust or Secret-level government clearance.
• Previous experience working in a customer-facing help desk, service desk, technical support, or similar environment.
• Genuine enjoyment of troubleshooting and problem-solving.
• Understanding that great technical support involves both solving technical problems and ensuring a positive customer experience.
• Takes ownership of issues and follows through.
• Curious, eager to learn, and looking for an opportunity to grow technical skills and build a career in IT.

Salary Range: $45,000-55,000/yr