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Senior IT Support Escalation Specialist

2 months ago

Downers Grove, Illinois, United States Aqueity Full time
Job Overview

**LOCAL CANDIDATES ONLY - THIS POSITION IS NOT REMOTE OR RELOCATION ELIGIBLE**

Aqueity, a prominent Managed Service Provider (MSP), is seeking a proficient IT Service Desk Escalations Engineer - Tier 3 to enhance our dynamic team. The IT Service Desk Escalations Engineer – Tier 3 is tasked with providing advanced technical support on the service desk and mentoring other help desk personnel. The ideal candidate will effectively manage technical escalations concerning network/security, systems, cloud services, and core Microsoft technologies while guiding our technical support team to deliver exceptional customer service and resolve all technical challenges.

Key Responsibilities:

  • Deliver escalated IT support for issues related to Microsoft technologies such as Office 365, Azure, Windows Server, Exchange, SQL, and SharePoint.
  • Provide technical escalation support at the network infrastructure level, including WAN, LAN connectivity, routers, firewalls, and security measures.
  • Assist with remote access solutions, including VPN, RDS, and Citrix.
  • Maintain strong customer relationships, ensuring satisfaction through timely and accurate service.
  • Enhance customer support by actively addressing inquiries and resolving complaints.
  • Establish best practices throughout the technical support process.
  • Follow up with clients to identify areas for improvement.
  • Collaborate with internal teams to enhance communication, processes, and promote teamwork.
  • Document and track all necessary information to support accurate ticket reporting.
  • Communicate with clients regarding incident progress and notify them of any changes or scheduled outages.
  • Guide users patiently through troubleshooting steps.
  • Create comprehensive documentation of support processes and client-specific requirements for recurring issues to serve as a knowledge base for the team.
  • Handle challenging situations with composure and confidence.
  • Demonstrate business awareness, including knowledge of clients and how IT aligns with their strategic goals.
  • Exhibit empathy towards technology users and their daily challenges.
  • Maintain organization and ensure resolution of each user service issue.

Qualifications:

  • B.S. degree in Computer Science, Information Technology, or a related field, or equivalent combination of education and experience.
  • Demonstrated experience as a Help Desk Escalations Engineer is required.
  • Minimum of 3 years working for an IT MSP supporting multiple clients.
  • Proven technical expertise and troubleshooting skills with Azure, VMware, and network infrastructure (firewalls, routers, switches, cloud/on-prem servers) are essential.
  • CCNA or Network+ certification is required.
  • Experience with ticketing systems, network monitoring, and other technical support tools is preferred.
  • Advanced diagnostic skills with the ability to align resources with technical issues.
  • Strong understanding of operating systems, business applications, printing, and network systems.
  • Solid technical background with the capability to instruct a non-technical audience.
  • Leadership skills with the ability to foster a positive and motivating environment.
  • Problem-solving mindset with the ability to inspire the team to achieve specific objectives.
  • Ability to manage multiple tasks and adapt to changing priorities swiftly.
  • Customer-service oriented with excellent written and verbal communication skills.
  • Self-motivated, thriving in a fast-paced environment while adapting to frequently changing priorities.

Salary range: $75-100K

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