Advanced Technical Support Technician

3 weeks ago


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

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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