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IT Support Escalation

Company: Wheelhouse It
Location: Fort Lauderdale
Posted on: January 13, 2022

Job Description:

The Support Escalation provides high-quality technical support to our clients and is eager to serve as a mentor for our technicians. Technology is constantly changing and our Escalation level support staff is consistently expanding their technical knowledge and ability, teaching peers & clients along the way. The position is located at our Headquarters office in Fort Lauderdale, FL.

SUPPORT the Clients & GROW with the Business!

At Wheelhouse IT, our team has the best intentions of the company and client in mind always. The Support Escalation reports to the Team Manager but are part of a team and believe in the future of the organization. They will provide remote and onsite support for PCs, networking equipment, servers, firewalls, and desktop software for a variety of diverse small to medium-sized organizations. This position will also be an escalation point for difficult-to-solve issues. The candidate should expect and not be opposed to performing a wide variety of IT support ranging from simple desktop and peripheral support to complex server and network issues, as dictated by client request and company workload. Candidates must also be willing to work directly with all types of clients and internal staff, from technical to the very non-technical, and be ready to act as a mentor to level 1 technical staff. The right candidate for this position is open-minded and willing to work directly with all types of clients/internal staff, ranging from technical to the very non-technical.

Be part of an EXCITING, FAST-paced and DYNAMIC Team!

Escalation Engineers love a challenge and constantly be looking for ways to improve themselves and the company. They are driven to improve the environment and they will be expected to contribute to that goal regularly. They will look for ways to provide only the best customer service and support to our clients. When the need arises this individual may be called upon to assist on projects as needs dictate. They will also contribute to the maintenance and enhancement of internal systems, and in some cases, customer-facing hosted and cloud environments.

Job Description:

The Support Escalation position will provide remote and onsite support for PCs, networking equipment, servers, firewalls, and desktop software for a variety of diverse small to medium-sized organizations. This position will also be an escalation point for difficult-to-solve issues. The candidate should expect and not be opposed to performing a wide variety of IT support ranging from simple desktop and peripheral support to complex server and network issues, as dictated by client request and company workload. Candidates must also be willing to work directly with all types of clients and internal staff, from technical to the very non-technical, and be ready to act as a mentor to level 1 technical staff. This position will be based in our Fort Lauderdale, FL headquarters.

Basic Functions:

  • IT Support relating to issues with the 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.
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
  • 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.
    • Ability to work in a team and communicate effectively.
    • 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 & goals.
    • Document internal processes and procedures related to duties and responsibilities.
    • Responsible for entering time and expenses in ConnectWise as they occur.
    • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
    • Work through a daily schedule in ConnectWise that has been established through the dispatch process.
    • Work through tickets in ConnectWise as assigned by the Service Desk Manager.
    • Enter all work as service or project tickets in ConnectWise.
    • 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/or Abilities Required:
      • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
      • 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 organizations 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 request details.
      • Self-motivated with the ability to work in a fast-moving environment.
      • Educational/Vocational/Previous Experience Recommendations:
      • BA/BS, preferably in computer science or a related field.
      • 2+ years of IT experience.
      • Managed Services experience preferred

        Benefits:
        • 401K with company match
        • Company provided mobile phone
        • Competitive salary based on experience and qualifications
        • Health, vision, and dental benefits included
        • Performance-based incentives
        • Generous bonus levels
        • Full on the job training & support
        • Fun working environment and culture
        • Great opportunity for advancement
        • PTO
        • All the ping-pong and play PlayStation you can handle

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Keywords: Wheelhouse It, Fort Lauderdale , IT Support Escalation, Other , Fort Lauderdale, Florida

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