Start of Day  

·        Review calendar and understand what tickets you are scheduled for.

·        Acknowledge and reply to any client communications as needed; SLA for response is for business hours.

During Day

·        Call and work scheduled tickets at scheduled time. If you are running near the end of your scheduled time and you have no clear path to resolution in your buffer time before your next scheduled call, politely let user know this will have to be looked into more and will be rescheduled once we have more info.

·        Any tickets that need to be rescheduled, or possibly escalated outside of the department, tag the Support Engineer III - Lead so they can review / reschedule as needed.

·        A Support Engineer III should be scheduled no more than 50% of their day, to ensure they remain available for Priority 1 (P1) tickets, escalations from the Service Team, and warm hand offs.

·        The Support Engineer III team will only work tickets that are escalated from the Support Team Lead, CARE Team Lead, P1s, and warm hand-offs if a tech is available.

·        The Support Engineer III - Lead will receive the request for escalation from the Support Engineer II - Lead, then triage/schedule as needed.

·        The Support Engineer III team is highly collaborative and will be working on many issues together to try to find the quickest path to resolution, and de-escalate P1s.

End of Day  

·        Review your board, and ensure all tickets have been updated daily.

·        Respond to any client response.

·        Review calendar for next day to prepare for scheduled tickets.

·        Add Team Lead to any tickets that require rescheduling/review.

·        Reach out to Team Lead with any other questions/concerns.

·        Escalations from the Service team (as approved by Support Engineer II - Lead and Support Engineer III - Lead).

·        Warm Transfers/Urgent tickets from both Request and Incident Team, as Support Engineer III members are available.

·        Support Engineer III’s will not receive basic requests (new users, distros, etc.), or provisioning requests.

·        Support Engineer III’s will review and work each issue escalated and deem if it should be handled by Service Desk. The Support Engineer III - Lead will loop in the Service Desk Manager on any tickets believed to be another department’s responsibility (CS, Projects, vITM, etc.).

·        All Priority 1 tickets will be addressed by Support Engineer III, and should be de-escalated within an hour when able; exceptions may include ISP or power outages.

A Support Engineer III never be the first touch on a ticket unless P1/Urgent.