The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible for the day-to-day end user support for all our clients. This includes (but is not limited to) support of client hardware, line of business applications, network health, and business continuity. Our main goal is to provide best-in-class customer service to our clients. As the Escalation technician, you will have crucial involvement in these overall responsibilities of the Service team.
Escalation Technicians Job Responsibilities
• Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner.
• Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Perform post-resolution follow-ups to help requests.
• At least three years of experience in Windows Server administration such as Active Directory, and Remote Desktop Services
• Experience with networking including switches, wireless networks, VPNm DNS, DHCP, VLANs
• Must have previous MSP experience
• Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service. We expect you to be of the same mindset.
• Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig.
• Accountability – You are reliable and take responsibility for the tasks assigned to you.
• Excellent written and oral communication skills.
• Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs
Experience/Skills Required
• TCP/IP networking stack, switches, routers and firewalls • Peripheral devices, including network printers, scanners, etc.
• Anti-Virus and malware protection solutions
• Microsoft Office 365
• Windows Server 2008/2012/2016
• Cloud computing infrastructure
• Strong troubleshooting skills
• Excellent communication skills, both written and verbal
• Ability to assume responsibility and ownership for work performed
• Complete command of English language both written and conversational
• ConnectWise Manage
Experience/Skills Preferred
• ConnectWise Automate and Control
• Technical Certifications
• Auvik
