Tier 2 Escalations Engineer responsibilities:
- IT support relating to technical issues involving Microsoft’s core business applications
- Support services for Microsoft related technologies: Windows 7, Windows 10, Windows Server, Exchange, O365, Active Directory, etc.
- Ability to configure and troubleshoot network equipment including routers, switches and firewalls.
- Provisioning and installation of hardware and software as they relate to user workstations, servers, and other IT-based appliances, etc.
- Remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Working knowledge of VMware – ability to provision and troubleshoot
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Escalate service issues that cannot be completed within agreed service levels
- Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
- Understand processes in ConnectWise by completing assigned training materials
- Enter all work as service tickets into ConnectWise
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
- VMware, networking, and firewall knowledge.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Problem-solving, troubleshooting and diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.
- Technical awareness: ability to match resources to technical issues appropriately
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to work in a fast-moving environment
Tier 2 Escalations Engineer benefits:
- Salary range 60k-75k
- Excellent Pay
- Benefits package (incl. medical, dental, life insurance)
- 401(k) plan
- Excellent holiday/vacation
*Actual salary for Tier 2 Escalations Engineer to commensurate with experience*