IT Support Escalation
Company: WheelHouse IT
Location: Fort Lauderdale
Posted on: March 13, 2023
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 & GROWwiththe 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 organization's 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
- 401K with company match
- Company provided mobile phone
- Competitive salary based on experience and qualifications
- Health, vision, and dental benefits included
- Performance-based incentives
- Full on the job training & support
- Fun working environment and culture
- Great opportunity for advancement
- PTO
- All the ping-pong and play PlayStation you canhandle
Keywords: WheelHouse IT, Fort Lauderdale , IT Support Escalation, Other , Fort Lauderdale, Florida
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