IT Escalation Engineer, Boston, MA
We are seeking IT Escalation Engineer to join a fast growing managed services team. The person in this role will serve as a junior member of a project team and as a Tier III escalation technician, supporting a help desk team with complex issues. Hours are Monday through Friday from 8:30 am to 5:30 pm. This position is a hybrid role working at least 3 days per week in the Boston office. The successful candidate will also work on projects both at a client site as well as off-site and be available for dispatch to client sites as needed.
Responsibilities:
- Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution.
- Identify, propose, and enforce escalation process improvements.
- Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.
- Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
- Handle service tickets for technical assistance via phone and email.
- Follow, update, and maintain Help Desk procedures and contribute to the knowledge bank.
- Respond to incoming cases of client services department as backup during peak times.
- Participate in on-call rotation for nights and weekends (approximately once every 6 weeks).
- Attend monthly Help Desk Team meetings and quarterly staff meetings.
Qualifications:
- 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP is a plus.
- Direct experience as a good problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues.
- In-depth knowledge of Windows 10 End-Point Administration.
- Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory).
- Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments.
- Advanced PC/desktop expertise.
- Experience with ConnectWise and/or Kaseya is a plus.
- Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation.
- Industry certifications such as Network+, MCSA, MCSE, or an Associate's degree, and/or Bachelor's degree a plus.
Benefits include medical insurance, retirement plan, PTO, etc. Salary: 80K+ DOE. Keywords: Boston MA Jobs, IT Escalation Engineer, Break Fix, Windows 10 End-Point Administration, Windows Server, Active Directory, PowerShell, Microsoft 365, PC, Desktop, Network, Networking, Massachusetts Recruiters, Information Technology Jobs, IT Jobs, Massachusetts Recruiting
