Escalation Support Engineer

Job Description

Salary:

ESCALATION SUPPORT ENGINEER

Xpert Technologies has been a leader in IT support since 1998. As we've continued to grow, so has our depth and knowledge of our highly skilled tech support specialists. With our clients' best interests at heart, our team of Xperts delivers world-class IT support for all of your business-critical needs.

Position Overview:

This position is primarily responsible for providing remote support to our clients.

Essential Duties and Responsibilities:

Providing proactive and reactive remote support to our clients, via telephone, email and remote control. Some examples include, but are not limited to, the following:

Serve as an escalation point for complex support issues. Working with clients and staff members to provide root cause resolution.

Managing, installing, configuring and troubleshooting hardware and software for: servers, desktops, laptops, tablets, printers, UPS units, firewalls, switches, VoIP phones, and other computer systems and devices. Work with clients, Xpert staff members, hardware and software vendors and service providers, as necessary.

Providing technical support to end-users for help with a variety of user, hardware, software, online services, local network connectivity, remote connectivity, and other computer related issues.

Responding to monitoring alerts.

Performing proactive work.

Documenting work performed, including: a description of issue/opportunity/task, work performed, time worked, and any follow-up required.

Maintaining up-to-date client documentation.

Providing assistance to: fellow Engineers working at our office; our Field Engineers working onsite at client offices; our Project Engineers implementing projects.

Occasionally providing in-person support to clients visiting our office, and onsite support to clients at their offices.

Preferred candidates for this role will have:

5+ years of experience in the support of a variety of Microsoft networks for small and mid-size businesses.

Associates or Bachelor’s degree in Information Technology or have equivalent IT support experience, certifications, and/or training is preferred.

Relative industry certifications are preferred including:

CompTIA (Network+, Security+)

Microsoft and Azure Windows certifications (MCSA, MCSE, MCP)

Familiarity with ConnectWise or similar ticketing system for time and record keeping.

Excellent customer service skills and initiative to go the extra mile for our clients and team members.

Join the Xpert team and enjoy:

Working shoulder-to-shoulder with top IT professionals in an innovative environment.

Our commitment to helping you grow professionally with a focus on training and career development.

Competitive salary and benefits package including 100% employer paid medical, vision and dental insurance at the employee level, generous PTO and holiday offerings, bi-annual performance bonus when goals are met, and a 401(k) Plan with a 4% company match.

Company team building activities and events.

Hybrid Work Schedule