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Technical Support Escalation Specialist

2 months ago

Knoxville, Tennessee, United States StaffSource, LLC Full time
Job Overview

Summary of Responsibilities

The Technical Support Escalation Specialist acts as a tier-3 resource for advanced service challenges, playing a crucial role in overseeing monitoring systems and automated alerting mechanisms. This position emphasizes prioritizing client-facing concerns while recognizing the significance of proactive measures taken through monitoring and alerts that enhance overall service quality. The specialist is expected to assist other service tiers as needed, bridging the gap between service desk technicians and system engineers.

Key Responsibilities

  • Accommodations may be provided to enable individuals with disabilities to fulfill essential functions.
  • Receive and prioritize technical escalation tickets with a focus on client satisfaction.
  • Monitor network service alerts and respond promptly to critical notifications.
  • Deliver technical assistance to users via various communication channels, including phone, email, remote support, or onsite visits.
  • Address hardware, networking, and application-related issues; escalate complex cases to the appropriate teams as necessary.
  • Maintain comprehensive documentation and notes in designated systems to ensure efficient access to vital information.
  • Offer proactive recommendations as technologies advance.
  • Manage client expectations while delivering exceptional customer service.
  • Collaborate with team members to prioritize urgent issues effectively.
  • Work alongside team members and client representatives on project-related tasks.
  • Provide proactive support based on trends observed in tickets and support requests.
  • Be prepared to offer onsite assistance to clients as required.

Work Environment

  • This role involves working within a professional office setting, focusing on implementations, support, and training.
  • Physical Requirements
  • Ability to climb ladders for project-related tasks.
  • Capability to lift items necessary for client support and project execution.

Position Type and Work Hours

  • This is a full-time position, typically requiring 40 hours per week.
  • Occasional after-hours work may be necessary for critical client matters.
  • Weekend or evening work may be required for specific projects, ensuring no conflict with client schedules.

Travel Requirements

  • Occasional travel may be necessary on an as-needed basis.

Required Education and Experience

  • A high school diploma is mandatory.
  • Familiarity with technology configurations and project implementation experience.
  • Knowledge of IT networking and security principles.
  • A minimum of 2 years of experience in a service desk or comparable role.

Preferred Qualifications

  • CompTIA Network+ certification is preferred.
  • Prior experience with support or ticketing systems.
  • Experience working in a technical support capacity, directly interacting with clients.

Core Values

Our core values guide our organizational culture, decision-making, relationship building, and conflict resolution. These principles serve as benchmarks for evaluating team members in recruitment, advancement, and potential separation. Our core values include Integrity: Do the Right Thing, Service: Serve Others, Accountability: Take Ownership, Empathy: Show Grace, and Excellence: Demand Greatness.

Additional Responsibilities

  • Complete necessary paperwork, attend company meetings, and perform other duties as assigned.
  • Please note that this job description is not intended to be an exhaustive list of activities, duties, or responsibilities required of the employee. Duties and responsibilities may change at any time with or without notice.