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IT Escalation Engineer, Boston, MA
We are seeking an IT Escalation Engineer to join a fast growing managed services team. The person in this role will serve as a junior member of a project team and as a Tier III escalation technician, supporting a help desk team with complex issues. Hours are Monday through Friday from 8:30 am to 5:30 pm. This position is a hybrid role working at least 3 days per week in the Boston office. The successful candidate will also work on projects both at a client site as well as off-site and be available for dispatch to client sites as needed.
– Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution.
– Identify, propose, and enforce escalation process improvements.
– Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.
– Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.
– Handle service tickets for technical assistance via phone and email.
– Follow, update, and maintain Help Desk procedures and contribute to the knowledge bank.
– Respond to incoming cases of client services department as backup during peak times.
– Participate in on-call rotation for nights and weekends (approximately once every 6 weeks).
– Attend monthly Help Desk Team meetings and quarterly staff meetings.
– 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP is a plus.
– Direct experience as a good problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues.
– In-depth knowledge of Windows 10 End-Point Administration.
– Extensive experience with Windows Server 2012-2019.
– Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory).
– Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments.
– Advanced PC/desktop expertise.
– Experience with ConnectWise and/or Kaseya is a plus.
– Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation.
– Industry certifications such as Network+, MCSA, MCSE, or an Associate’s degree, and/or Bachelor’s degree a plus.
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