IT Services Senior Engineer & Support Escalation

About the role

Responsible for leading technical support and escalation processes, providing expert advice and solutions to complex IT issues.

Responsibilities

• Escalate and resolve critical IT issues in a timely manner.
• Provide technical guidance and training to junior staff members.
• Develop and maintain strong relationships with internal clients and external vendors.
• Conduct root cause analysis and implement preventive measures to avoid future incidents.

Requirements

• Bachelor’s degree in Computer Science or related field.
• Minimum 5 years of relevant IT support and escalation experience.
• Proven ability to handle high-pressure situations and prioritize tasks effectively.
• Strong problem-solving skills and attention to detail.
• Experience with ITIL best practices and knowledge management systems.

Qualifications

• Proficiency in Microsoft Office Suite.
• Knowledge of network infrastructure and security protocols.
• Experience with ticketing systems and issue tracking software.
• Ability to work independently and manage multiple projects simultaneously.

Skills

• Technical proficiency in programming languages such as Python, Java, or C#.
• Excellent written and verbal communication skills.
• Strong analytical and troubleshooting abilities.
• Ability to adapt to new technologies and methodologies quickly.

Benefits

• Competitive salary commensurate with experience.
• Flexible working hours and remote work options.
• Health insurance and retirement plan contributions.
• Professional development opportunities and ongoing training.

Pay

• $80,000 - $100,000 annually.

Schedule

• Full-time position.
• Monday through Friday, 9 AM to 5 PM.

Contact Information

To apply, please fill out the form below or contact us at [contact info].