Systems Escalations Engineer

Summary

Join Sourcepass, a leading IT consulting company, as an Escalation Engineer. You will provide high-level technical support for complex client issues, focusing on minimizing downtime and ensuring excellent communication. This role involves acting as an escalation point for Level 1 and 2 support, managing daily workload, and ensuring timely resolution of client problems. The position reports to the Escalations Manager and offers a salary of $75,000+ (negotiable based on experience). Sourcepass is a rapidly growing company with a strong track record of success and numerous awards. Be part of a dynamic team and contribute to our continued growth.

Requirements

• Technical Support Experience: 5+ Years
• Ability to Create / Maintain NTFS Permissions and Group Policies
• Experience with SAN Devices and Disk Arrays
• Experience with Virtual Server Platforms (VMWare / Hyper-V)
• Experience with Cloud Server Platforms (Azure / AWS)
• Experience with M FA Platforms (Microsoft MFA/DUO/Okta)
• Experience with Microsoft 365/ Azure /Intune/Entra
• Experience working with VDI’s
• Experience Troubleshooting Domain Environment / Infrastructure issues (On prem/Cloud/Hybrid)
• Ability to communicate effectively
• Ability to prioritize multiple tasks effectively
• Ability to work independently and in a team environment

Responsibilities

• Provide an IT experience that clients love
• Provide Level 3 support to new and existing clients
• Responsible for Emergency Response to client outages
• Act as escalation point for Service L1 and L2
• Responsible for ticket ownership through discovery, resolution, and future mitigation as well as participation in RCA process
• Responsible for managing daily workload to ensure client issues and requests are addressed in a timely manner
• Responsible for consistently providing accurate service ticket notes and time tracking
• Responsible for ensuring clients and key players are consistently updated on the progress and next steps of their issue or request
• Responsible for creating and maintaining documentation
• Responsible for meeting or exceeding departmental KPI’s

Preferred Qualifications

• CompTIA A+ and Network+ preferred
• Microsoft, AWS, and other IT vendor certifications are highly desirable