Job Description
Job Description
Job Title : Help Desk Escalation Engineer
Location : Charlotte, NC
About Us : Leading Managed Service Provider, dedicated to delivering top-tier IT services and solutions to businesses of all sizes.
We pride ourselves on our customer-centric approach and our ability to leverage the latest technologies to drive business success.
Job Description : We are seeking a highly skilled and motivated Help Desk Escalation Engineer to join our dynamic team. The ideal candidate will have a strong technical background and excellent problem-solving skills, capable of handling complex issues that have been escalated by our Level 1 and Level 2 support team.
As a Help Desk Escalation Engineer, you will be responsible for providing advanced technical support, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction.
Key Responsibilities :
- Respond to and resolve complex technical issues escalated from our support team..
- Diagnose and troubleshoot hardware, software, and network problems.
- Provide remote and on-site support to clients as needed.
- Manage and prioritize multiple tickets and ensure timely resolution.
- Document issues, solutions, and best practices in our knowledge base.
- Collaborate with other teams to escalate and resolve issues efficiently.
- Assist in training and mentoring our support team.
- Participate in on-call rotation to provide after-hours support.
Qualifications :
- Proven experience as a Help Desk Escalation Engineer or similar role in an MSP environment.
- Strong knowledge of Windows and Mac operating systems.
- Strong knowledge of Microsoft 365, Azure and related cloud applications.
- Proficiency in troubleshooting and resolving network issues.
- Experience with virtualization technologies (VMware, Hyper-V).
- Familiarity with remote monitoring and management (RMM) tools.
- Excellent communication and customer service skills.
- Ability to work independently and in a team environment.
- Basic knowledge of information security and best practices, CIS controls or NIST a plus.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
Education and Experience :
- Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- Minimum of 3 years of experience in a technical support role, preferably within an MSP.
What We Offer :
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.
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