IT Support Escalation

WheelHouse IT•Fort Lauderdale, FL

2d•$50,000 - $55,000

About The Position

Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality technical support and mentorship to our clients. This position is located in Ft Lauderdale, FL. This is NOT an entry level position. MUST have a minimum of 2 years MSP experience. As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks. The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.

Requirements

MUST have a minimum of 2 years MSP experience.
Excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds.
Ability to work in a team environment and take ownership of tasks and projects.
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness: an ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service requests.

Responsibilities

Provide IT support relating to issues with internal systems and network infrastructure.
Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Support services for virtualization technologies: VMware, Citrix, and Microsoft.
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Administer hosted and cloud solutions for customers using technologies that meet their requirements.
Support disaster recovery solutions.
Remote access solution support: VPN, Terminal Services, and Citrix.
Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
Document maintenance for all computer systems and network infrastructure.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Improve customer service, perception, and satisfaction.
Escalate service or project issues that cannot be completed within agreed service levels.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Document internal processes and procedures related to duties and responsibilities.
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed.
Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments.