Escalation Engineer

Universal Data•New Orleans, LA

16d•Hybrid

About The Position

At Universal Data our number one goal is to Create Racing Fans. The Escalation Engineer plays an important role in making this happen through technical skills, teamwork, and emphasis on putting the customers' needs first. The Escalation Engineer handles day to day support of customer issues, serving as an escalation point, and assists in managing our contract client environments. our business works with different organizations in various industries. As an Escalation Engineer, it is important that you can work with different technologies while being able to identify solutions that will improve our client's environment. The ideal candidate for the Escalation Engineer position will possess exceptional technical and interpersonal skills, be highly organized and motivated, and be able to form working and trustworthy relationships with our end users. This position will present you with new and interesting challenges that will test your technical abilities as well as your problem-solving skills. When help is needed, the Escalation Engineer will be able to turn to the Service Coordinator, other team members, or the Director of Operations for additional guidance and support.

Requirements

A love (and ability to) solve problems & challenges
Great communication skills, founded in being a good listener
Understanding of support tools, techniques and how technology is used to provide services
Understanding of operating systems, business applications, printing systems and network systems
Diagnosis skills of technical issues related to end-user hardware & software and network devices
Experience and understanding of structured cabling (tidy cable management is a must )
Experience installing and maintaining networking and VoIP equipment
Experience and knowledge of working with Microsoft 365 platform
Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
Experience working with vendors for expedited troubleshooting of hardware and software systems
A deep desire to deliver an amazing client experience
Knowledge of IT applications, software & hardware
The ability to keep up with & adapt to the fast-paced IT work

Nice To Haves

Experience using a ticketing system/RMM tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT certifications
Client experience certifications
experience working either on a Helpdesk or for a Manage Service Provider (MSP)/IT Support Business

Responsibilities

Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a friendly, quick, and helpful experience
Assist Clients with identifying areas of improvement
Use of Ticketing system to work on and resolve helpdesk tickets & service requests
Managing and recording all work through our ticketing system
Make sure that client documentation is well maintained
Make sure that client inventory remains updated
Complete routine proactive maintenance to better manage client's environments.
From time to time the Projects team may need additional resource to help deliver projects assistance.
Create and maintain documentation
Escalate tickets that require Project Team support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit timesheets & expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Director of Operations and Clients
Follow the schedule provided by the Service Coordinator
Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
Follow all our security procedures and keeping a vigilant eye for security issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Coordinator, Director of Operations, or CIO