Level 3 Escalation/Field Engineer

At ACP and Verticomm, our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing and implementing end-to-end technology solutions scaled to meet client needs.

As a rapidly growing company, we are seeking talented individuals to join our team. We are currently looking for someone who is team oriented, innovative, great at helping customers and someone who is looking for an opportunity to use their skills and talents to grow professionally.

Position: Escalation L3 Engineer/Field Engineer

Description: Level 3 Escalation Field Engineer is responsible for onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software.

To perform this job successfully an individual should meet and demonstrate the following.

Primary Responsibilities:

Responsible for producing high quality work during normal business hours.

Responsible for reporting all work completed in our ticketing system in real time.

Responsible for following all documentation, policies, process, and procedures as laid out by the Department head.

Responsible to resolve all escalated tickets and perform a knowledge transfer to Level 1 & 2 technicians as time permits.

Responsible for creating KBs articles in our ticketing system and IT Glue repository.

Responsible to meet Key performance measurements around SLA.

Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment.

Essential duties

Abilities to effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated.

Ability to perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution.

Ability to perform advanced troubleshooting for clients end user server/application systems.

Ability to perform advanced network functionality tests to isolate local system issues or a wider network issue.

Knowledge/Skills

Excellent written and oral communication skills.

Excellent troubleshooting skills.

Ability to identify. Manage tactical priorities.

Ability to decipher ticket urgency and set priorities to meet client needs based on SLA

Assist in process and procedure improvements.

Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11

Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel, and Word

Advanced knowledge of Network Firewalls, Switching, and Wireless hardware.

Advanced knowledge of Active Directory, AD management tools

Ability to utilize Ninja RMM, Automate RMM tools for remote troubleshooting and management of client networks.

Experience working in and troubleshooting Azure cloud environment network.

Experience working in and troubleshooting One Drive, share point, and Share File networks.

Education/Certifications:

A+ Certification

Network+ Certification.

Security+ Certification

MS-900

AZ-900

Azure Administrator AZ-104

Microsoft End point administrator MD-102

Microsoft 365 Administrator Expert MS-100

Windows 10 and Windows 11

Experience:

Minimum of 4 or more years of experience in Help Desk of Level 2 or higher support role.

Achieved minimum of Network + certification and has worked with cloud network and end user environments.

Advanced IT education is a plus with experience in Azure.

Salary:

Non-Exempt $85,000-$120,000/year dependent on experience and credentials

Compensation and benefits

We offer a competetive salary which is based on credentials and experience ranging between $80,000-$120,000.

We offer our teams a comprehensive benefits packageincluding; medical, dental, vision, paid time off, paid holidays, company paid life insurance, a 401k with a company match as well as additional benefits. We offer underground parking, an on site company gym, an on site company lounge, and we sponser multiple team building events, company gatherings and volunteer opportunities.

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