IT Support Escalation

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 - Mobile phone reimbursement - Competitive salary based on experience and qualifications - Health, vision, and dental benefits included - Mileage reimbursement - Performance-based incentives - Generous bonus levels - Full on the job training & support - Fun working environment and culture - Great opportunity for advancement - PTO