Escalation Engineer

Universal Data•New Orleans, LA

5d•Hybrid

About The Position

The Escalation Engineer supports customer issues, serves as an escalation point, and helps manage contract client environments. The role involves working across different technologies to identify solutions that improve client environments, while prioritizing customer needs, teamwork, and a positive client experience. The successful candidate is organized, motivated, technically capable, and able to build trustworthy relationships with end users. Guidance and support are available from the Service Coordinator, team members, and the Director of Operations. The position includes resolving escalated helpdesk tickets and service requests, maintaining client documentation and inventory, performing proactive maintenance, and occasionally assisting the projects team. The Escalation Engineer also communicates ticket progress and service changes to clients, documents work, submits timesheets and expense reports according to SOPs, and identifies and mitigates risks. The role follows schedules, standard operating procedures, and security procedures, and contributes suggestions and support for process improvements and other duties as required.

Requirements

Ability and interest in solving problems and challenges.
Strong communication skills and good listening ability.
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 involving end-user hardware, software, and network devices.
Experience and understanding of structured cabling, including tidy cable management.
Experience installing and maintaining networking and VoIP equipment.
Experience and knowledge working with the Microsoft 365 Platform.
Experience with clean workstation installations and tidy cable management for end-user devices such as computers, monitors, and printers.
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 environment.

Nice To Haves

Experience using a ticketing system, RMM tool, or PSA software.
Experience providing support through 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 and service requests.
Provide clients with friendly, timely, and helpful service, and assist them in identifying areas for improvement.
Use the ticketing system to manage and record work, maintain client documentation, and keep client inventory up to date.
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, and escalate tickets requiring Project Team support.
Keep clients informed about ticket status and notify them of changes or outages related to their issues.
Submit timesheets and expense reports as indicated in SOPs.
Identify, communicate, and mitigate potential risks with the Director of Operations and clients.
Follow the schedule provided by the Service Coordinator and applicable SOPs for recurring tasks.
Follow security procedures and remain alert to security issues.
Identify opportunities for improvement, make constructive suggestions, and contribute to process innovation.
Undertake other duties as required by the Service Coordinator, Director of Operations, or CIO.