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.
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.
Paid Time Off
Medical & Dental Insurance
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