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ESCALATION SERVICES TECHNICIAN

Erickson Technologies, Inc. Eagan, MN
  • Expired: 11 days ago. Applications are no longer accepted.

POSITION SUMMARY

The Escalation Services Technician position provides an advanced level of support to customers and technicians utilizing more advanced skills gained through experience and certifications. Employees in this position are expected to take on higher level and more complex issues, teach/train other technicians, perform remote installations of servers, PCs, and networking equipment, and answer incoming help desk calls. In addition, call backs to customers will also be assigned to resolve or complete service requests. This position utilizes a variety of troubleshooting methods, software, and critical thinking skills, so candidates/employees must be able to adapt quickly to various situations with software and/or hardware. In addition to the technical skills, employees must have a positive and friendly attitude and always display/project the utmost respect and understanding for the customer during interactions.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions:

  • Answer phone calls as they come into the technical support queue.

  • Accept escalations and special projects as assigned, including difficult to solve issues.

  • Notify a Technical Manager immediately of any critical situations or problems with service.

  • Utilize various software tools, CRM and RMM software, and calls to 3rd party technical support to resolve customer issues.

  • Follow call handling guidelines and escalations in accordance with company policies and procedures.

  • Coach, train, and mentor technicians.

  • Log all calls in CRM software.

  • Create and update Knowledge Base articles based on calls and fixes used.

  • Other duties as assigned by a Technical Manager or Executive Management.

EDUCATION & EXPERIENCE

  • Two-year degree, A+ Certification, or equivalent education and/or work experience.

  • Prior IT Help Desk experience preferred.

  • Experience configuring and maintaining network hardware and Windows servers.

SKILLS & QUALIFICATIONS

  • Ability to handle multiple tasks and assignments at a time.

  • Strong attention to detail.

  • Strong critical-thinking and troubleshooting skills.

  • Excellent verbal and written communication skills.

  • Ability to maintain positive, professional, and friendly attitude.

  • Proficient in MS Windows desktop and server operating systems.

  • Strong knowledge of networking hardware and concepts.

BENEFITS:

  • Competitive salary

  • Paid Time Off

  • Medical & Dental Insurance

  • 401(k)

CLASSIFICATION: Non-Exempt

POSITION TYPE: Full-Time

SCHEDULE: Monday – Friday 7:00 AM – 4:00 PM CST or 8:00 AM – 5:00 PM CST

REPORTS TO: Technical Manager

Erickson Technologies, Inc.

Erickson Technologies is a family owned company established in 1988. From our humble beginnings in Roger Erickson’s basement, to today with over 40 employees and 4 locations, we provide the highest service and support to the dental community. Because our focus is the dental industry, we have a unique insight and troubleshooting skill set that sets us apart from traditional IT Help Desk and Managed Services Providers that allows us to provide our customers the highest quality service possible.

Address

Eagan, MN
USA

Website