IT Escalation Engineer
Description For IT Escalation Engineer
Join a leading US-based IT managed services provider established in 1995, specializing in comprehensive IT solutions for small and medium-sized enterprises. As an IT Escalation Engineer, you'll be at the forefront of resolving complex technical challenges and ensuring client satisfaction. This role combines technical expertise with client relationship management, requiring extensive experience in Windows environments, virtualization, and network infrastructure.
The position demands a seasoned professional with 10+ years of experience in an MSP/CSP environment, offering the opportunity to work with cutting-edge technologies and participate in security incident response. You'll collaborate with multiple teams, provide technical guidance, and drive continuous improvement initiatives.
The ideal candidate will possess strong troubleshooting abilities, excellent communication skills, and deep knowledge of various technologies including VMware, Hyper-V, Windows Server, and Office 365. This remote position based in the Philippines offers the chance to work with a dynamic team committed to fostering strong relationships and maintaining high accountability.
Your role will be crucial in maintaining service quality, developing technical solutions, and ensuring client success. The position offers professional growth opportunities through exposure to diverse technical challenges and the chance to mentor other engineers. If you're passionate about technology, problem-solving, and client service, this role provides an excellent opportunity to advance your career with a respected industry leader.
Responsibilities For IT Escalation Engineer
- Work with internal teams, clients and vendors to ensure high service quality and client satisfaction
- Help answer technical questions and develop solutions with Client Concierge team
- Participate in security incident response team
- Communicate with management regarding escalated service tickets
- Develop and maintain best practices and standards
- Participate in strategy and consulting meetings
- Guide clients through issue resolution
- Encourage problem solving and documentation compliance
- Maintain regulatory requirements
- Handle special projects as assigned
Requirements For IT Escalation Engineer
- 10+ years experience in MSP/CSP environment
- VMWare and Hyper-V hypervisor experience
- Windows OS and Server experience
- Office 365 Admin experience
- Advanced understanding of Windows networking
- Intermediate knowledge of PowerShell scripting
- Intermediate knowledge of DBMS systems
- Strong troubleshooting and problem-solving skills
- Excellent interpersonal communication skills
- Bachelor's Degree in IT, Science, Engineering (preferred)
- Relevant certifications (CompTIA A+, Security+, CCNA/Network+)
- Experience with MSP tools
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