Support Engineer

Help Desk · Eden Prairie, Minnesota
Department Help Desk
Employment Type Full-Time
Minimum Experience Entry-level
Compensation $50,000 - $60,000 based on experience

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


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:

  1. 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.
  2. Server Administration: Configures and supports client servers hosted with Uptime.
  3. Internal Alerts: Respond to and resolve internal alerts related to client servers (hosted with Uptime).
  4. Patch Management: Proactive maintenance and patches of client virtual machines (hosted in our environment / on our infrastructure).
  5. 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 shift we are currently hiring for is 9:00 am – 5:30 pm. 

At this time, the position will be remote (work performed from home), though at least one week of training will be done in our office (with very limited staff and safety precautions for COVID-19 in place).  Outside of COVID-19, our positions are not remote but performed from our office in Eden Prairie, MN.  Uptime strongly believes in teamwork and collaboration, both of which are better accomplished in-person.  Later in 2021, Uptime hopes to start bringing employees back to the office full-time, this position included.

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:


  1. Microsoft Server
  2. Active Directory and Group Policy Management
  3. VMware
  4. MS Remote Desktop Services
  5. Network Printer troubleshooting
  6. Hardware Firewalls
  7. 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:

  1. ConnectWise Manage, Automate, and Control
  2. Veeam Backup and Replication
  4. VMware vSphere, vCenter, NSX-T
  5. Enterprise Server & Storage Hardware (Dell PowerEdge, Nimble)


Who We Are:

Uptime provides technology services to law firms, including Private Cloud, Document & Email Management, and Internet Marketing. 


Uptime is recognized as the leader in providing cloud solutions for law firms.  We have been recognized by the American Bar Association, as well as many state bar associations, as a leading cloud provider for law firms.  We have also received many industry awards including:


  • Top 100 Worldwide Cloud Service Provider by Nine Lives Media
  • World Leading MSP (#1 on the MSPmentor 100 Small Business Edition)
  • Named to CRN’s Next-Gen 250
  • Named one of the 20 Most Promising Cloud Consulting Companies by CIOReview
  • Named to the Inc 5000 list fastest-growing companies in America 7 years in a row

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 insurance and an HSA, 401(k), and access to building fitness center.

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  • Location
    Eden Prairie, Minnesota
  • Department
    Help Desk
  • Employment Type
  • Minimum Experience
  • Compensation
    $50,000 - $60,000 based on experience