Remote Escalation Technician

Summary

Join our team as an Escalation Technician and take on high-level escalations and tickets, providing best-in-class customer service to our clients.

Requirements

• At least 5 years of experience in Windows Server administration such as Active Directory, and Remote Desktop Services
• Experience with networking including switches, wireless networks, VPNm DNS, DHCP, VLANs
• Must have previous MSP experience
• Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service
• Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig
• Accountability – You are reliable and take responsibility for the tasks assigned to you
• Excellent written and oral communication skills
• Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs
• TCP/IP networking stack, switches, routers and firewalls • Peripheral devices, including network printers, scanners, etc
• Anti-Virus and malware protection solutions
• Microsoft Office 365
• Windows Server 2008/2012/2016
• Cloud computing infrastructure
• Strong troubleshooting skills
• Excellent communication skills, both written and verbal
• Ability to assume responsibility and ownership for work performed
• Complete command of English language both written and conversational
• ConnectWise Manage

Responsibilities

• Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner
• Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Prioritize and schedule problems
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Perform post-resolution follow-ups to help requests
• Diagnose and resolve both emergency and chronic problems related to availability, security, performance, connectivity, and overall functionality
• Network detection, diagnosis, and assessment, monitor, document, and resolve issues in a timely manner

Preferred Qualifications

• ConnectWise Automate and Control
• Technical Certifications
• Auvik
• ESET Security Management Console
• Cisco Meraki devices and alerts