Senior Escalations Engineer (Partial WFH)

We are a well-established and highly regarded full-service IT consulting, networking, and solutions firm that has been serving customers in the DMV area since 1990. We pride ourselves on our expertise in modern networking and complex computer systems, and our team of certified technicians, engineers, and customer service representatives work collaboratively to meet our clients’ needs at every level.

Due to our continued growth, we are currently seeking an experienced Escalation Engineer to join our dynamic team in Fairfax, VA location. This role requires onsite presence for half of the time to ensure effective team collaboration.

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-$100,000
  • 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
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