Help Desk Escalation Specialist

1 day ago


Charlotte, North Carolina, United States AT-NET Services, Inc. Full time
Job Summary

We are seeking a highly skilled Help Desk Escalation Engineer to join our team at AT-NET Services, Inc. The ideal candidate will have a strong technical background and excellent problem-solving skills, capable of handling complex issues that have been escalated by our Level 1 and Level 2 support team.

Key Responsibilities:

  • Respond to and resolve complex technical issues escalated from our support team.
  • Diagnose and troubleshoot hardware, software, and network problems.
  • Provide remote and on-site support to clients as needed.
  • Manage and prioritize multiple tickets and ensure timely resolution.
  • Document issues, solutions, and best practices in our knowledge base.
  • Collaborate with other teams to escalate and resolve issues efficiently.
  • Assist in training and mentoring our support team.
  • Participate in on-call rotation to provide after-hours support.

Requirements:

  • Proven experience as a Help Desk Escalation Engineer or similar role in an MSP environment.
  • Strong knowledge of Windows and Mac operating systems.
  • Strong knowledge of Microsoft 365, Azure, and related cloud applications.
  • Proficiency in troubleshooting and resolving network issues.
  • Experience with virtualization technologies (VMware, Hyper-V).
  • Familiarity with remote monitoring and management (RMM) tools.
  • Excellent communication and customer service skills.
  • Ability to work independently and in a team environment.
  • Basic knowledge of information security and best practices, CIS controls or NIST a plus.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A collaborative and supportive work environment.


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