Escalation Engineer, FL
4 days ago
Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel? My IT Crew is the place where everyone gets a voice and new ideas are welcomed. Sound like this could be your new home? Keep reading....
My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.
- Our clients love us and our satisfaction surveys show it at a consistent 97%
- We are the team who always "has the cool stuff", we adopt new tools to make us more efficient and allow us to help our clients with best-in-class support
- No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us
- We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.
Escalation Engineer Duties and Responsibilities:
- Provide oversight and mentorship to the team in addition to your technical role.
- Suggest and organize team-building activities.
- Ensure team performance and understand on metrics.
- Act as a resource to the rest of the team for rapid decisions and direction.
- Through Root Cause Analysis, discover training needs and provide coaching.
- 5+ years of relevant technical experience with Microsoft end-user and cloud technologies.
- 2+ years of relevant lead experience with multiple technicians
- Experience in managing customer expectations.
- Demonstrable experience in incident, problem, and change management.
- ITIL Foundations V3 or V4 certification is highly desired.
- Excellent ability to present information in a manner that is clear and concise.
- Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit cooperation, and resolve conflicts with a variety of stakeholders both internally and externally.
- Excellent client service skills, with the ability to create/cultivate trusting relationships with clients and co-workers and remain calm in stressful circumstances.
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