Are you an IT professional looking to work for an exciting, nationally recognized, award-winning company with a fun work environment that is reinventing legal tech?

Open Position | Support Engineer:

Uptime has a unique Support Engineer position – at its core it’s a Systems Engineer position. The systems you working on and supporting are a combination of Uptime’s infrastructure and the end-client’s software. You will support end-users (Uptime’s clients) in Uptime’s environment.

This role is unique in that there are no tier 1 or tier 2 employees. Everyone on the help desk team participates in all the tasks – from the most basic to the more complex. This provides an opportunity for employee growth, fosters teamwork, and ensures you will never have a boring day! Many employees have stated they have been able to learn more in a few months with Uptime than in years spent at other positions. Uptime is looking to expand its talented team with more hardworking, motivated individuals.

The primary responsibilities include:

• End-User Support: Respond to and resolve client support requests ranging from password resets to unresponsive servers or slowness. Supporting end-users within Uptime’s cloud (terminal server) environment.
• Server Administration: Configure and support client servers hosted with Uptime.
• Internal Alerts: Respond to and resolve internal alerts related to client servers (hosted with Uptime).
• Patch Management: Proactive maintenance and patches of client virtual machines (hosted in our environment / on our infrastructure).
• Escalations Assistance: proactive and reactive assistance on difficult or recurring issues.

Support Engineers are expected to handle roughly 10-15 new tickets (client requests) per day and maintain an average of less than 30 open tickets at any given time. There is a bonus structure regarding group metrics such as hold time and client satisfaction.

While our help desk is staffed in 3 shifts that cover 7 am – 7 pm, the shifts we are currently hiring for are 9:00 am - 5:30 pm, and 10:30 am - 7 pm.

Uptime Legal’s Eden Prairie, MN headquarters is currently partially work-from-home at present, with people starting to return to a hybrid/in-office workplace. New employees are being hired fully in-person (in our office). There may be options for hybrid work once training is complete. Uptime is currently revising its hybrid/work-from-home model and policies and details are to-be-determined.

Ideal Candidate:

Our ideal candidate is an IT Professional who has a go-getter attitude, and is comfortable talking with non-technical end-users and asking technical questions and troubleshooting in layman’s terms – after all, customer service is the name of the game.

This position requires prior hands-on work experience in IT and core competency in the following technologies:

• Microsoft Server
• Active Directory and Group Policy Management
• VMware
• MS Remote Desktop Services
• Network Printer troubleshooting
• Hardware Firewalls
• Microsoft Office

You will come face to face with these technologies on a daily basis. A basic understanding of them and how to troubleshoot issues is required.

Working knowledge of the following technologies is a definite bonus:

• ConnectWise Manage, Automate, and Control
• Veeam Backup and Replication
• Tenalbe.io
• VMware vSphere, vCenter, NSX-T
• Enterprise Server & Storage Hardware (Dell PowerEdge, Nimble)

The Company / Who We Are:
Uptime Legal: A new kind of Legal Technology Company.

We build products that help law firms do the important work that they do.

Our company provides cloud services, document management, practice management and digital marketing services to law firms across North America.

We have been ranked among Inc. Magazine’s list of 5000 fastest-growing private companies in America for the past eight consecutive years.

We have offices in Minneapolis, MN (our headquarters), Austin, TX, and Calgary, Canada.

Learn more about Uptime Legal: https://www.uptimelegal.com/company/

What we offer:
A fun environment, room for developing and growing your technical skillset and background, and of course a salary.

The base salary range is $50,000 - $60,000, depending on experience. On top of that are performance-based bonuses (team and individual performance) which can be up to $9,000 per year.

Other benefits include paid time off, a medical package with medical and dental insurance, a health savings account (HSA), 401(k) with 3% safe-harbor (guaranteed 3% 401(k) company contribution), and access to building fitness center.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Compensation package:

• Bonus pay

Experience level:

• 1 year
• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Application Question(s):

• This position requires you to work from our offices in Eden Prairie, MN. Are you currently located in an area that would allow you to commute to and work from our Eden Prairie offices?
• Uptime's help desk currently has 3 shifts. Please indicate which shift is your preferred shift. Feel free to add if you would consider shifts other than your preferred shift.

Shifts:
7am - 3:30pm
9am - 5:30pm
10:30am - 7pm

Experience:

• Firewall configuration / support (namely WatchGuard): 1 year (Preferred)
• Microsoft Windows Server: 1 year (Required)
• Help desk: 2 years (Preferred)
• Active Directory / GPO: 1 year (Required)

Work Location: One location

dutch-tavern.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, dutch-tavern.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, dutch-tavern.com is the ideal place to find your next job.