Jr IronCare Engineer

About the Role

Iron Bow Technologies is seeking a Junior IronCare Engineer to join their Managed Services team. This role involves providing frontline technical support, ensuring a positive customer experience, and performing essential IT support tasks. It is ideal for individuals passionate about technology, problem-solving, and building an IT career. This position is for a Weekend Shift (Sat-Tues 9-6PM).

Key Responsibilities

• Serve as a frontline point of contact, responding to customer calls and emails via the support queue.
• Deliver a high level of customer service to internal and external customers.
• Create, update, document, and close customer tickets in ServiceNow according to established requirements.
• Gather relevant information by asking effective questions and accurately documenting troubleshooting steps.
• Own customer issues and escalate them when necessary.
• Perform basic technical troubleshooting and information gathering.
• Support user moves, adds, changes, and deletes.
• Assist with customer requests such as 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 to non-technical users.
• Keep customers informed and supported throughout the resolution process.

Requirements & Tech Stack

• ServiceNow or another IT service management/ticketing platform familiarity is a plus.

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 commitment to a positive customer experience.
• Ability to ask probing questions, listen effectively, and gather information for troubleshooting.
• Ability to remain calm, professional, and customer-focused with frustrated end-users.
• Strong documentation, note-taking, and attention-to-detail skills.
• Ability to follow established processes and execute defined requirements.
• Dependable and accountable, 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.

What Sets You Apart

• Previous experience in a customer-facing help desk, service desk, technical support, or similar environment.
• Genuine enjoyment of troubleshooting.
• Understanding that great technical support involves both solving technical problems and ensuring a positive customer experience.
• Takes ownership of issues and follows through on resolution.
• Curious, eager to learn, and looking to grow technical skills and build an IT career.