Help Desk Escalation Specialist
1 day ago
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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