Senior Escalations Engineer (Partial WFH) Responsibilities:
- Provide Tier 2 technical support to local and remote clients, resolving service tickets and troubleshooting issues.
- Perform hardware and software installations and updates.
- Thoroughly document all client issues and maintain an audit trail of work performed.
- Adhere to the company’s best practice standards in all work carried out.
- Maintain a positive working attitude, fostering strong relationships with clients and our team to ensure high customer satisfaction.
Senior Escalations Engineer (Partial WFH) Requirements:
- 2+ years working in the MSP industry
- 2+ years experience with ConnectWise Manage
- Expertise in Active Directory and Azure AD
- Experience with Microsoft Exchange and M365
- Hands-on configuration and troubleshooting of switches, routers, and firewalls.
- Familiarity with antivirus solutions (preferably Sentinel One and Webroot).
- Proficiency in Windows 10 and Mac OS.
- Windows desktop support knowledge, including printers, networking, virus removal, and VPN
- Solid understanding of data recovery and hard drive RAID configuration.
- In addition to client support, this role may entail working on various projects such as:
- Migrating clients to a cloud virtual desktop environment.
- Transitioning network file shares to SharePoint Online Document libraries.
- Moving from classic Active Directory to Azure AD, including endpoint joinings.
- Implementing security features and functionality.
- Assisting with new client onboarding.
Senior Escalations Engineer (Partial WFH) Benefits:
- Salary: $85,000-$90,000
- Comprehensive medical, dental, and vision insurance
- Generous paid time off and company-paid holidays
- 401k plan with a 3% matching contribution
- Employee growth plans and reimbursement for certifications
- Opportunity to work extensively with cloud technology
