IT Support Incident Administrator

**Job Title:** Support Incident Administrator \- Customer Support Experience Preferred **Location:** Noblesville, IN **Company:** Rain Engineering **About Us:** Rain Engineering provides end\-to\-end MES services that help manufacturers “Do Better”. We utilize innovative technology to reveal what's truly happening on the factory floor, enabling people to produce products faster and with fewer errors. This saves money and keeps their customers happy. **Position Overview:** We are seeking a diligent and responsive Support Incident Administrator to join our team. This role is crucial for ensuring timely, effective communication and documentation for customer issues, while maintaining high customer satisfaction. **Key Responsibilities:** * Be the front line of the Support team. * Answer inbound phone calls for critical and high\-priority incidents. * Manage inbound incidents and service requests utilizing email and Teams. * Triage, document, and escalate incidents to internal teams as necessary. * Maintain SLAs and track the status of all tickets. * Identify common issues and collaborate with teams for resolution. * Engage with clients via ticketing system (ServiceNow, Salesforce, Wrike, etc.). * Identify common issues and collaborate with teams for resolution. * Generate reports on support activities and incident trends. * Knowledge Management \- Contribute to the internal/external communication library. * Identify common issues and collaborate with teams for resolution. * Team Collaboration \- Work closely with the engineers, support resources, and management. **Key Requirements:** * **Education:** Degree in a technical or business field preferred but not required. * **Skills:** Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily, strong organizational abilities, and attention to detail. * **Experience:** Previous experience in customer support or incident management is a plus. * **Software Proficiency:** Familiarity with support ticketing systems (ServiceNow, Salesforce, Wrike, etc.) and Microsoft products (Excel, Word, PowerPoint, etc.) * **Customer Focus:** Ability to maintain an individual, customer\-centric approach in all support activities. **What We Offer:** * At Rain, we are committed to cultivating a flexible, supportive, and innovative workplace. * We celebrate our diverse workforce, valuing contributions from various nations, religions, and backgrounds. * We provide a range of training programs and a women's professional group to support employee career development. * We offer a competitive benefits package designed to enhance your overall well\-being. **How to Apply:** Interested candidates should submit their resume and a cover letter detailing their qualifications and interest in the position. Additionally, please submit a link to a 1\- to 3\-minute video of yourself explaining why you want the job and how you feel you would fit in with the organization. Job Type: Full\-time Pay: $55,000\.00 \- $65,000\.00 per year Benefits: * Dental insurance * Health insurance * Paid time off * Professional development assistance * Vision insurance Compensation Package: * Bonus opportunities Education: * Bachelor's (Preferred) Experience: * ITIL: 2 years (Required) Shift availability: * Day Shift (Preferred) * Night Shift (Preferred) * Overnight Shift (Preferred) Work Location: Remote