Technical Support Specialist
4 weeks ago
We are seeking a skilled IT Escalation Engineer to join our fast-growing managed services team in Boston, MA.
The successful candidate will serve as a junior member of a project team and as a Tier III escalation technician, supporting a help desk team with complex issues.
Key Responsibilities:
- Identify, propose, and enforce escalation process improvements.
- Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.
- Handle service tickets for technical assistance via phone and email.
- Follow, update, and maintain Help Desk procedures and contribute to the knowledge bank.
- Participate in oncall rotation for nights and weekends (approximately once every 6 weeks).
- Attend monthly Help Desk Team meetings and quarterly staff meetings.
Requirements:
- Direct experience as a good problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues.
- Indepth knowledge of Windows 10 End-Point Administration.
- Extensive experience with Windows Server.
- Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory).
- Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments.
- Aptitude for balancing technical proficiencies with customer service skills to deescalate a situation.
- Industry certifications such as Network+, MCSA, MCSE, or an Associate's degree, and/or Bachelor's degree a plus.
We help companies that are looking to hire IT Escalation Engineers for jobs in Boston, Massachusetts and in other cities too. Please contact our IT recruiting agencies and IT staffing companies today.
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