Escalation Technician

This is a fully remote position, open to applicants in New York.

📋 Description

• Receive escalated requests from end users through both telephone and email in a professional manner.

• Record all relevant end user identification details in our ticketing system, including name, department, contact details, and the nature of the problem or issue.

• Prioritize and schedule issues effectively.

• Document, track, and maintain the help desk request problem-solving process, including all successful and unsuccessful decisions made, as well as actions taken, until final resolution within our ticketing system and, where applicable, our knowledge base system.

• Identify and familiarize yourself with the appropriate software and hardware utilized and supported by the organization.

• Execute remote fixes at the desktop level, which includes installing and upgrading software, implementing file backups, and configuring systems and applications.

• Conduct follow-ups after resolving help requests.

⛳️ Requirements

• A minimum of three years of experience in Windows Server administration, including Active Directory and Remote Desktop Services.

• Proficient in networking concepts, including switches, wireless networks, VPN, DNS, DHCP, and VLANs.

• Previous experience in a Managed Service Provider (MSP) environment is essential.

• A strong focus on customer service – We are dedicated to exceeding our customers' expectations and expect the same commitment from you.

• Proven record of job stability – We invest significantly in our employees and seek candidates who are interested in a long-term career rather than a temporary position.

• Accountability – You are dependable and take ownership of the tasks assigned to you.

• Exceptional written and verbal communication skills.

• Willingness to work evenings, nights, and weekends – Occasionally, work outside of standard business hours may be required to meet client needs.

🏝️ Benefits

• All your information will be kept confidential in accordance with EEO guidelines.

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