Escalation Technician

November 10

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Homefield IT

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Managed Services • Business Continuity Planning • Cloud Services • VoIP • Virtualization

51 - 200

Description

• Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner. • Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. • Prioritize and schedule problems. • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system. • Identify and learn appropriate software and hardware used and supported by the organization. • Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Perform post-resolution follow-ups to help requests.

Requirements

• At least three years of experience in Windows Server administration such as Active Directory, and Remote Desktop Services • Experience with networking including switches, wireless networks, VPNm DNS, DHCP, VLANs • Must have previous MSP experience • Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service. We expect you to be of the same mindset. • Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig. • Accountability – You are reliable and take responsibility for the tasks assigned to you. • Excellent written and oral communication skills. • Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs