Position We are seeking a
MSP Escalations Engineer for our office in Phoenix, AZ.
The Tier III Help Desk Technician is the last line of technical support for server and network escalations for our clients. As a Tier III staff member, you are the final point of escalation for the help desk. You will be interacting with clients and third-party vendors to resolve highly technical issues involving all aspects of our client's IT environment. You should be able to demonstrate exceptional critical thinking, systems analysis, and breadth of technology capabilities along with excellent customer service skills.
Essential Job Duties - Work within the enterprise ticketing system
- Manage personal workflow to ensure efficient operations
- Conscientious documentation of all activities
- Troubleshoot advanced software, hardware, and network issues.
- Setup new user and email accounts that did not succeed
- Troubleshoot advanced printer and Software issues on Client PCs
- Troubleshoot advanced networking issues
- Troubleshoot Server down issues
- Troubleshoot Hardware/server alerts from Infrastructure
- Document Resolution steps for closed tickets and notes for escalations
- Document new issues for Tier 2 in IT glue
- Monitor Backup systems and work with a backup team to restore customer data as needed
- Escalate to Tier four as needed, continue to track and follow up on the issue until resolved
- Work issues to resolution
- Mentor Tier 1 & 2
- Aid in training Tier 1 & 2
- Provide technical support over the phone or Web to end-users
- Use remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issues
- Work with TAM/Sales as needed to resolve issues
- Provide root cause analysis as needed
Qualifications - 5+ years of MSP experience and 7+ years of IT experience
- Associate's or Bachelor's degree
- MCSE (or MCITP)
- CISP/CCNA/CCNP
- Network+ or A+ Certifications.
- Knowledge and hands-on experience providing technical support to users using Windows 7, Windows 8, and other mainstream Microsoft applications
Benefits - Advancement and growth into leadership roles
- Team-player environment
- Medical/Dental/Vision/Life insurance plans
- Matched 401k
- PTO, Vacation, Sick Leave
- FSA Program
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