IT Service Desk Escalations Engineer - Tier 3 (ONSITE)

Aqueity, a leading MSP, is looking for a skilled IT Service Desk Escalations Engineer - Tier 3 to join our growing team! The IT Service Desk Escalations Engineer Tier 3 is responsible for technical escalations support on the service desk and acts as a coach to other help desk technicians. The ideal candidate will balance technical escalations related to network/security, systems, cloud, and Microsoft core technologies with coaching and mentoring our technical support team to provide excellent customer service and resolve all technical issues.

Responsibilities:

• Provides escalated IT support resolving issues with Microsoft related technologies including Office 365, Azure, Windows Server, Exchange, SQL, SharePoint, etc.
• Provides technical escalation support and assistance at network infrastructure level: WAN, LAN connectivity, routers, firewalls, and security
• Assists with support for remote access solutions including VPN, RDS, and Citrix
• Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis
• Contributes to improving customer support by actively responding to queries and handling complaints
• Establishes best practices through the entire technical support process
• Follows up with customers to identify areas of improvement
• Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork
• Documents and tracks all required information supporting accurate ticket reporting
• Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages
• Displays ability to patiently walk user through steps needed to address an issue
• Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team
• Handles difficult situations calmly and with confidence
• Possesses business awareness including specific knowledge of customers and how IT relates to their business strategy and goals
• Displays empathy for our technology users and their day-to-day challenges
• Maintains good organization and follows each user service issue through to completion

Requirements:

• B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience
• Proven work experience as a Help Desk Escalations Engineer required
• Must have minimum 3 years of working for an IT MSP supporting multiple clients
• Proven technical ability and troubleshooting skills with Azure, VMware, network infrastructure (firewalls, routers, switches, cloud/on prem servers, etc.) required
• CCNA or Network+ certification required
• Experience with ticketing systems, network monitoring and other tech support related tools preferred
• Advanced technical diagnostic skills with ability to appropriately match resources to technical issues
• Advanced understanding of operating systems, business applications, printing and network systems
• Solid technical background with ability to give instructions to non-technical audience
• Team leadership skills, with ability to maintain a positive and encouraging environment
• Problem solving attitude with ability to motivate the team to achieve specific goals
• Ability to multi-task and adapt to changes quickly while managing competing priorities
• Customer-service oriented with excellent written and verbal communications skills
• Self-motivated with the ability to work and thrive in a fast-paced environment and adapt to frequently changing priorities

Salary range: $80-100K

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