Escalation Engineer, FL

1 week ago

Orlando, Florida, United States My IT Crew Full time

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.

We are expanding our operations and seeking to grow our team. We have an opening for an Escalation Engineer to join our Service Delivery Team.

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.

Escalation Engineer Requirements and Qualifications:

  • 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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