Help Desk Escalation Engineer

    • AT-NET Services, Inc.
  • Charlotte, NC
  • Posted 37 days ago | Updated 2 hours ago

Overview

On Site
Hybrid
Full Time

Skills

Leadership
IT service management
Problem solving
Customer satisfaction
Computer hardware
Knowledge base
Collaboration
Training
Mentorship
Help desk
Microsoft Windows
OS X
Microsoft Office
Microsoft Azure
Cloud computing
Network
Virtualization
VMware
Hyper-V
Remote monitoring
Management
RMM
Communication
Customer service
Information security
CompTIA
Network+
Microsoft Certified Professional
Information Technology
Computer science
Technical Support
MSP

Job Details

Job Description

Job Description

Job Title: Help Desk Escalation Engineer

Location: Charlotte, NC

About Us: Leading Managed Service Provider, dedicated to delivering top-tier IT services and solutions to businesses of all sizes. We pride ourselves on our customer-centric approach and our ability to leverage the latest technologies to drive business success.

Job Description: We are seeking a highly skilled and motivated Help Desk Escalation Engineer to join our dynamic team. The ideal candidate will have a strong technical background and excellent problem-solving skills, capable of handling complex issues that have been escalated by our Level 1 and Level 2 support team. As a Help Desk Escalation Engineer, you will be responsible for providing advanced technical support, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction.

Key Responsibilities:

  • Respond to and resolve complex technical issues escalated from our support team..
  • Diagnose and troubleshoot hardware, software, and network problems.
  • Provide remote and on-site support to clients as needed.
  • Manage and prioritize multiple tickets and ensure timely resolution.
  • Document issues, solutions, and best practices in our knowledge base.
  • Collaborate with other teams to escalate and resolve issues efficiently.
  • Assist in training and mentoring our support team.
  • Participate in on-call rotation to provide after-hours support.

Qualifications:

  • Proven experience as a Help Desk Escalation Engineer or similar role in an MSP environment.
  • Strong knowledge of Windows and Mac operating systems.
  • Strong knowledge of Microsoft 365, Azure and related cloud applications.
  • Proficiency in troubleshooting and resolving network issues.
  • Experience with virtualization technologies (VMware, Hyper-V).
  • Familiarity with remote monitoring and management (RMM) tools.
  • Excellent communication and customer service skills.
  • Ability to work independently and in a team environment.
  • Basic knowledge of information security and best practices, CIS controls or NIST a plus.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Education and Experience:

  • Bachelor s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
  • Minimum of 3 years of experience in a technical support role, preferably within an MSP.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A collaborative and supportive work environment.
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