What are the responsibilities and job description for the IT Support Escalation position at WheelHouse IT?
Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality technical support and mentorship to our clients. This position is located in Orlando, FL. This is NOT an entry level position. MUST have a minimum of 2 years MSP experience.
As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks.
The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.
Basic Functions:
- Provide IT support relating to issues with internal systems and network infrastructure.
- Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- Support services for virtualization technologies: VMware, Citrix, and Microsoft.
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Administer hosted and cloud solutions for customers using technologies that meet their requirements.
- Support disaster recovery solutions.
- Remote access solution support: VPN, Terminal Services, and Citrix.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- Document maintenance for all computer systems and network infrastructure.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Additional Duties and Responsibilities:
- Improve customer service, perception, and satisfaction.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Document internal processes and procedures related to duties and responsibilities.
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
- Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed.
- Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments.
Knowledge, Skills, and Abilities:
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: an ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Typing skills to ensure quick and accurate entry of service requests.
Benefits:
- 401K with company match
- Company provided mobile phone
- Competitive salary based on experience and qualifications
- Health, vision, and dental benefits included
- Performance-based incentives
- Generous bonus levels
- Full on the job training & support
- Fun working environment and culture
- Great opportunity for advancement
- PTO
- All the Mario Cart, Beyblade, and Dungeons & Dragons you can handle
Compensation Range: $50K - $55K, depending on experience and qualifications.
If you have a passion for IT and want to join a dynamic team, we encourage you to apply for this exciting opportunity.
Salary : $50,000 - $55,000
