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Escalations Support Engineer

Full Time
Greenville - NC
Posted 2 months ago

The Basic Summary

The IT Escalations Support Engineer provides Tier 3 support for One Source Communications IT clients in order to resolve technical PC, server, security and network related issues. The engineer will be responsible for leading regroom/upgrade projects to client’s existing IT environment. This position also acts as an internal escalation point for technical issues that are unresolved by Tier 1 or Tier 2 support personnel.

Specific Responsibilities

  • Provide clients with “Concierge” service-seek every opportunity to build client trust in One Source Services by providing top quality work. Commitment to provide a consistent level of outstanding service to clients, always maintaining a positive attitude. Serve every client in a way that you want to be served.
  • Oversees and supports other support positions in proper documentation and using support tools optimally and efficiently
  • Project manage and facilitate upgrades and regrooms for managed client environments including but not limited to task assignment, equipment tracking, project tracking and documentation, reviewing billing, and updating internal systems/inventory.
  • Ensures server upkeep and backups are monitored & maintained of sites within employee’s jurisdiction
  • Responsible for all core infrastructure servers that provide DHCP, DNS, directory services, file services, print services, anti-virus, backup services to all sites
  • Prioritizes customer requests for support based on urgency and impact of need
  • Provides prompt, efficient, and accurate technical support to all customers via phone, email, desk side and remote
  • Facilitates proper provisioning and follow-through on service requests from users to satisfactory completion, analyzing requests, recommending solutions, and escalating issues as necessary
  • Utilizes the approved ticketing system for proper incident tracking and management of issues
  • Setup and troubleshoots supported computer platforms, software applications, performs diagnostics and troubleshooting including, but not limited to: connectivity, printing, scanning and network share access issues
  • Supports Windows workstations, Macs (all versions, iPhone, iPad), Windows 2008/2012/2016 servers, and other applications used within the organization
  • Support clients virtualized environments
  • Responds to user requests for account creation and provides support in regards to access requests to network resources, troubleshoot users issues relating to any setups within Active Directory
  • Ensures IT service availability of all applications and functional systems within the infrastructure, guarantees consistency in maintaining systems and critical updates tested and applied to appropriate systems adhering within IT policies in regards to change management procedures
  • Methodical and creative in problem solving and troubleshooting hardware, software, connectivity, access and network issues.
  • Maintains that systems are running optimally and efficiently, re-mediates identified issues by researching the issue and following an acceptable course of action
  • Identifies and provides recommendations for systems and tools to enhance abilities to manage and maintain systems
  • Documentation responsible in building IT knowledgebase that help in overall team efficiency
  • Available for after-hours support and on-call rotation

Essential Qualifications

  • High school diploma, at least two years of secondary education preferred
  • Must have a valid driver’s license and reliable transportation for travel as far as 75 miles from the office
  • Must be able to work a full-time 40 hour work week which may include after-hours support
  • Exceptional computer and system administration skills on Microsoft based clients and servers
  • Firm understanding of the configuration of basic networking components and peripherals
  • Good verbal and written communication skills for interactions with customers on a daily basis both in person and on the phone
  • Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude

Preferred Qualifications

  • Previous experience as a system analyst, engineer, or equivalent role
  • Previous experience with procedure writing or other technical writing
  • Intricate knowledge/experience with workstation, server and network diagnostics, repair, and installation
  • Expertise with MS Windows Server, MS Exchange, ConnectWise, or N-Able
  • Expertise with all aspects of Apple OS X
  • CompTIA A+, Network+, and various Microsoft certifications
  • Experience with VDI, virtualization technologies, or cloud hosting
  • Understanding of the fundamentals of DNS, especially as related to mail servers
  • Familiarity with Linux/Unix based operating systems and system administration
  • Familiarity with SonicWALL, Fortigate, Palo Alto and / or Cisco firewalls and other appliances
  • Experience with phone wiring and phone switch installation / programming / maintenance
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Job Features

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