IT Service Desk Escalations Engineer - Tier 3 (ONSITE)

Job Description

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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Full-time