About this role
As an IT Escalation Engineer, you will provide escalation support for the following teams: Support Desk, Client Account Management team, Cloud / Datacenter team, Proactive team and Projects when needed. The overall purpose of this position help provide technical leadership to these teams in support of our clients. Additionally, this position will be responsible for helping to mentor other team members, as well as identify people, process and technology gaps in our service teams.
Company Profile:
Our client is a US-based company and is a trusted IT partner, helping US-based small and medium-sized enterprises thrive since 1995. They specialize in delivering comprehensive managed IT solutions, freeing clients from IT burdens and empowering them to focus on core business objectives. Their dedicated team provides proactive support, innovative strategies, and customized solutions to drive growth and success.
As the company grows, they are looking for an IT Escalation Engineer to provide expert Tier 3 support, troubleshoot complex technical issues, and help ensure smooth operations for clients.
This career opportunity is perfect for those who aim to join a team committed to fostering strong relationships, high accountability, and collaborative teamwork.
Duties and Responsibilities:
Work with other internal teams, clients and vendors, as needed, to ensure high overall quality of service and client satisfactionWork with our Client Concierge team to help answer technical questions and come up with technical solutions to clients needsParticipate on the company's Solutions Incident and Response security teamCommunicate with management and team leader(s) regarding escalated service tickets and recommended actions to resolve themParticipate, support and maintain strong best practices and standards; develop and recommend idea’s, suggestions for improvementsParticipate in strategy and consulting meetings on technical matters – internal and external – for company and client interestsDirect clients through issue resolution including client meetings, status reports, and updates, as neededEncourage problem solving/documentation/SOP compliance by all support team membersMaintain and meet applicable regulatory requirementsResponsible for special projects as assignedPerforms other duties as assignedRequirements
Bachelor’s Degree in Information Technology, Science, Engineering or relatedMinimum of 5 years in a Help Desk Escalation role and in an MSP environmentCompTIA A+, CompTIA Security+, CompTIA Network+, or CCNA certificationsBasic understanding of Citrix and VMWare HorizonIntermediate understanding of layer 2 & 3 switchesAdvanced firewalls using common platforms like (Watchguard, Sophos, Cisco, etc.)Advanced understanding of Windows networking to include: Domains and trusts, Group Policies, permissions, UAC, DNS, DHCP and general administration tasks and troubleshootingAbility to communicate technical information, both verbal and written, to a wide range of users and ability to multi-task and adapt while maintaining a clear focus on prioritiesStrong client service client focus and orientation. Excellent interpersonal communication skills that span both business and technical audienceStrong organization and attention to detail skills
Advantageous skills or nice-to-haves:
VMWare and Hyper-V hypervisor experienceIntermediate knowledge of PowerShell scriptingIntermediate knowledge of DBMS systems like Oracle, Microsoft SQL, Postgres, etc.