Support Escalation Engineer

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

📋 Description

• Serve as the primary expert for our clients, skillfully troubleshooting a range of issues from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.

• Take ownership of client communications, fostering relationships, managing expectations, and ensuring every interaction concludes positively.

• Efficiently manage your ticket queue, effectively prioritizing tasks and handling warm transfer escalations with a composed and confident demeanor.

• Contribute to a functional knowledge base by creating and refining documentation that empowers the entire team to excel.

• Act as a bridge between clients and vendors, facilitating incident resolution and ensuring seamless support throughout the process.

• Collaborate with the team during weekly meetings and team-led training sessions, helping to advance both your personal growth and the company's progress.

• Lead by example, upholding our commitment to accountability, proactive service, and exceptional customer support.

⛳️ Requirements

• Practical expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.

• Strong background with Microsoft 365, Hyper-V, DNS, and DHCP.

• Proven knowledge of advanced networking concepts and the ability to troubleshoot firewalls, switches, and Wi-Fi connections.

• A dedication to outstanding customer service and a demonstrated ability to build trust and resolve challenging situations.

• A history of producing extensive internal documentation that aids in the growth and learning of your colleagues.

• Familiarity with Remote Access Solutions such as Remote Desktop and RemoteApps.

• A willingness to learn and a collaborative attitude—you take pleasure in assisting others in their progress.

🏝️ Benefits

• Access to top-tier tools and documentation that are genuinely useful, providing you with solutions at your fingertips.

• Genuine opportunities for advancement through team-led training and exposure to the latest technology.

• A company culture that recognizes initiative, values personal growth, and supports your professional journey.