Escalation Engineer

OVERVIEW

At Universal Data our number one goal is to Create Raving Fans. The Escalation Engineer plays an important role in making this happen through technical skills, teamwork, and emphasis on putting the customers' needs first.

The Escalation Engineer handles day to day support of customer issues, serving as an escalation point, and assists in managing our contract client environments. Our business works with different organizations in various industries. As an Escalation Engineer, it is important that you can work with different technologies while being able to identify solutions that will improve our client's environment.

The ideal candidate for the Escalation Engineer position will possess exceptional technical and interpersonal skills, be highly organized and motivated, and able to form working and trustworthy relationships with our end users.

This position will present you with new and interesting challenges that will test you technical abilities as well as your problem-solving skills. When help is needed, the Escalation Engineer will be able to turn to the Service Coordinator, other team members, or the Director of Operations for additional guidance and support.

RESPONSIBILITIES & TASKS

Customer Service

• Work on and resolve escalated Helpdesk Tickets


• Delight our Clients with a friendly, quick, and helpful experience


• Assist Clients with identifying areas of improvement

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests


• Managing and recording all work through our Ticketing System


• Make sure that Client Documentation is well maintained


• Make sure that Client Inventory remains updated


• Complete routine Proactive maintenance to better manage client's environments

Project Work

• From time to time the projects team may need additional resource to help deliver projects assistance

Communication, Reporting & Risk

• Create and maintain documentation


• Escalate tickets that require Project Team support


• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue


• Submit Timesheets & Expense reports as indicated on their SOPs


• Identify, Communicate and Mitigate potential risks to the Director of Operations and Clients

Team Work

• Follow the schedule provided by the Service Coordinator


• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks


• Follow all our Security Procedures and keeping a vigilant eye for security issues


• Identify opportunities for improvement and make constructive suggestions for change


• Contribute to the process of innovative change effectively


• Undertake other duties as required by the Service Coordinator, Director of Operations or CIO

SKILLS AND ATTRIBUTES

Desired

• A love of (and ability to) solve problems and challenges


• Great communication skills, founded in being a good listener


• Understanding of support tools, techniques and how technology is used to provide srvices


• Understanding of operating systems, business applications, printing systems and network systems


• Diagnosis skill of technical issues related of end-user hardware & software and network devices


• Experience and understanding of structured cabling (tidy cable management is a must)


• Experience installing and maintaining networking and VoIP equipment


• Experience and knowledge of working with the Microsoft 365 Platform


• Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)


• Experience working with vendors for expedited troubleshooting of hardware and software systems


• A deep desire to deliver an amazing Client Experience


• Knowledge of IT Applications, Software & Hardware


• The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

• Experience using a Ticketing system / RMM Tool and PSA software


• Experience providing support via remote tools


• Experience handling Technical Service Tickets


• Professional IT Certifications


• Client Experience Certifications


• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

PERKS

• Health Insurance Plans as well as other health benefits


• Incentives for reaching Team and Company Goals


• Career Development Plan to assist in your professional growth


• An easy-going environment and culture


• The flexibility to work from home (we run a Hybrid office)


• Company provided IT Equipment