Escalation Engineer

Universal Data Inc•Elmwood, LA

10d•Hybrid

About The Position

At Universal Data, the number one goal is to Create Raving Fans. The Escalation Engineer supports this goal through technical skills, teamwork, and a customer-first approach. The role handles day-to-day customer support, serves as an escalation point, and assists in managing contract client environments across organizations in various industries. The position calls for strong technical and interpersonal skills, organization, motivation, and the ability to build trustworthy relationships with end users. It offers varied technical and problem-solving challenges, with guidance available from the Service Coordinator, team members, or Director of Operations. The Escalation Engineer resolves escalated helpdesk tickets and service requests, maintains client records and inventory, performs proactive maintenance, and supports project delivery when needed. The role also requires clear client communication, documentation, risk identification and mitigation, and adherence to schedules, procedures, and security practices.

Requirements

Ability and desire to solve problems and challenges.
Strong communication skills, including being a good listener.
Understanding of support tools and techniques and how technology is used to provide services.
Understanding of operating systems, business applications, printing systems, and network systems.
Ability to diagnose technical issues related to end-user hardware, software, and network devices.
Experience and understanding of structured cabling, with tidy cable management required.
Experience installing and maintaining networking and VoIP equipment.
Experience and knowledge working with the Microsoft 365 Platform.
Experience with clean workstation installations, including tidy cable management for computers, monitors, printers, and other end-user devices.
Experience working with vendors to expedite troubleshooting of hardware and software systems.
Strong desire to deliver an excellent client experience.
Knowledge of IT applications, software, and hardware.
Ability to keep up with and adapt to the fast-paced IT world.

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 on a Helpdesk or for a Managed Service Provider (MSP) or IT Support Business.

Responsibilities

Work on and resolve escalated Helpdesk Tickets.
Provide clients with a friendly, quick, and helpful experience, and assist them in identifying areas for improvement.
Use the Ticketing System to manage and resolve Helpdesk Tickets and Service Requests, and record all work.
Maintain client documentation and keep client inventory updated.
Complete routine proactive maintenance to better manage client environments.
Assist the projects team with project delivery when additional resources are needed.
Create and maintain documentation.
Escalate tickets that require Project Team support.
Communicate ticket status to clients throughout the process and notify them about changes or outages related to their issue.
Submit timesheets and expense reports as indicated by SOPs.
Identify, communicate, and mitigate potential risks to the Director of Operations and clients.
Follow the schedule provided by the Service Coordinator and SOPs for recurring daily and weekly tasks.
Follow security procedures and remain vigilant for security issues.
Identify improvement opportunities, make constructive suggestions, and contribute effectively to innovative change.
Undertake other duties as required by the Service Coordinator, Director of Operations, or CIO.