IT Service Desk Escalations Engineer - Tier 3 (on-site)
AqueityDowners Grove, IL, USjob_description.job_card.variable_days_ago
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job_description.job_card.job_descriptionWAN, LAN connectivity, routers, firewalls, and security Assists with support for remote access solutions including VPN, RDS, and Citrix Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis Contributes to improving customer support by actively responding to queries and handling complaints Establishes best practices through the entire technical support process Follows up with customers to identify areas of improvement Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork Documents and tracks all required information supporting accurate ticket reporting Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages Displays ability to patiently walk user through steps needed to address an issue Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team Handles difficult situations calmly and with confidence Possesses business awareness including specific knowledge of customers and how IT relates to their business strategy and goals Displays empathy for our technology users and their day-to-day challenges Maintains good organization and follows each user service issue through to completion Requirements : B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience Proven work experience as a Help Desk Escalations Engineer required Must have minimum 3 years of working for an IT MSP supporting multiple clients Proven technical ability and troubleshooting skills with Azure, VMware, network infrastructure (firewalls, routers, switches, cloud / on prem servers, etc.) required CCNA or Network+ certification required Experience with ticketing systems, network monitoring and other tech support related tools preferred Advanced technical diagnostic skills with ability to appropriately match resources to technical issues Advanced understanding of operating systems, business applications, printing and network systems Solid technical background with ability to give instructions to non-technical audience Team leadership skills, with ability to maintain a positive and encouraging environment Problem solving attitude with ability to motivate the team to achieve specific goals Ability to multi-task and adapt to changes quickly while managing competing priorities Customer-service oriented with e xcellent written and verbal communications skills Self-motivated with the ability to work and thrive in a fast-paced environment and adapt to frequently changing priorities Salary range : $80-100K Powered by JazzHR
Aqueity, a leading MSP, is looking for a skilled IT Service Desk Escalations Engineer - Tier 3 to join our growing team!
The IT Service Desk Escalations Engineer – Tier 3 is responsible for technical escalations support on the service desk and acts as a coach to other help desk technicians.
The ideal candidate will balance technical escalations related to network / security, systems, cloud, and Microsoft core technologies with coaching and mentoring our technical support team to provide excellent customer service and resolve all technical issues.
Responsibilities :
- Provides escalated IT support resolving issues with Microsoft related technologies including Office 365, Azure, Windows Server, Exchange, SQL, SharePoint, etc.
Provides technical escalation support and assistance at network infrastructure level :
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It Service Desk • Downers Grove, IL, US
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