Advanced Technical Support Technician
3 weeks ago
About Us
At AT-NET Services, Inc., we deliver top-tier IT services and solutions to businesses of all sizes, leveraging our customer-centric approach and the latest technologies to drive business success.
Job Description
We are seeking a skilled Help Desk Escalation Engineer to join our dynamic team. As a Help Desk Escalation Engineer, you will provide advanced technical support, ensuring timely resolution of issues and maintaining high levels of customer satisfaction.
Responsibilities
- Escalate and resolve complex technical issues from our support team.
- Troubleshoot hardware, software, and network problems with ease.
- Provide remote and on-site support to clients as needed.
- Manage and prioritize multiple tickets, ensuring 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.
Qualifications and 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.
Salary and Benefits
- A competitive salary of $90,000 - $120,000 per year, depending on experience.
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.
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