On-Site MSP Escalations Engineer

Pacific Office Automation is the largest independently-owned document imaging and technology dealer in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX & HI. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more. At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed.

About the role

The Tier III Help Desk Technician is the last line of technical support for server and network escalations for our clients. As a Tier III staff member, you are the final point of escalation for the help desk. You will be interacting with clients and third-party vendors to resolve highly technical issues involving all aspects of our client's IT environment. You should be able to demonstrate exceptional critical thinking, systems analysis, and breadth of technology capabilities along with excellent customer service skills.

Responsibilities

• Work within the enterprise ticketing system
• Manage personal workflow to ensure efficient operations
• Conscientious documentation of all activities
• Troubleshoot advanced software, hardware, and network issues
• Setup new user and email accounts that did not succeed
• Troubleshoot advanced printer and software issues on Client PCs
• Troubleshoot advanced networking issues
• Troubleshoot Server down issues
• Troubleshoot Hardware/server alerts from Infrastructure
• Document Resolution steps for closed tickets and notes for escalations
• Document new issues for Tier 2 in IT glue
• Monitor Backup systems and work with a backup team to restore customer data as needed
• Escalate to Tier four as needed, continue to track and follow up on the issue until resolved
• Work issues to resolution
• Mentor Tier 1 & 2
• Aid in training Tier 1 & 2
• Provide technical support over the phone or Web to end-users
• Use remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issues
• Work with TAM/Sales as needed to resolve issues
• Provide root cause analysis as needed

Requirements

• 5+ years of MSP experience and 7+ years of IT experience
• Associate’s or Bachelor’s degree
• MCSE (or MCITP)
• CISP/CCNA/CCNP
• Network+ or A+ Certifications
• Knowledge and hands-on experience providing technical support to users using Windows 7, Windows 8, and other mainstream Microsoft applications

Benefits

• Advancement and growth into leadership roles
• Team-player environment
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• PTO, Vacation, Sick Leave
• FSA Program

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.