What are the responsibilities and job description for the Help Desk Escalation Engineer position at AT-NET Services, Inc.?

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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Job openings at AT-NET Services, Inc.

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