IT Support Escalation

Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality technical support and mentorship to our clients. This position is located in Oralndo, FL. This is NOT an entry level position. MUST have a minimum of 2-3 years MSP experience.

As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks.

The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.

Basic Functions:

• Provide IT support relating to issues with 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.

• 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.

• 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 and goals.

• Document internal processes and procedures related to duties and responsibilities.

• 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 Abilities:

• 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 requests.

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 Mario Cart, Beyblade, and Dungeons & Dragons you can handle

Compensation Range: $48K - $55K, inclusive of base salary and bonuses, depending on experience and qualifications.

If you have a passion for IT and want to join a dynamic team, we encourage you to apply for this exciting opportunity.

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