Escalations Engineer

We have 3 open positions in Phoenix, Arizona. This is a contract-to-hire role with full benefits and no sponsorship available.

About the role

Serve as the ultimate escalation point for server and network problems, handling the most complex technical challenges across clients' full IT environments in partnership with customers and outside vendors.

Responsibilities

• Operate within the company's enterprise ticketing platform while organizing your own tasks to keep operations running smoothly.
• Diagnose and resolve sophisticated issues involving software, hardware, printers, networking, servers going down, and infrastructure-generated alerts.
• Configure new user profiles and email accounts when initial setups fail, and continue following each issue through until it is fully resolved.
• Record thorough resolution details on completed tickets, capture escalation notes, and log emerging issues for Tier 2 staff within IT Glue.
• Watch over backup systems and coordinate with the backup team to recover client data as required.
• Deliver support by phone or web and use remote-access tools to troubleshoot end-user machines while supplying root cause analysis when needed.

Requirements

• A minimum of five years working in IT support environments, including hands-on Tier 3 and Tier 4 responsibilities.
• At least two years of experience gained within a managed services provider setting.
• Deep familiarity with Microsoft's enterprise ecosystem and Azure, along with a track record of assisting users running Windows 7, Windows 8, and various Microsoft software.
• Relevant industry credentials such as MCSE, MCITP, CISP, CCNA, CCNP, or CompTIA A+ and Network+.
• Strong analytical judgment, the ability to assess systems, a wide-ranging technical skill set, and top-tier client care abilities.

Pay

$70,000 – $95,000 per year