IT Escalation Engineer

THE BASICS

• Role Summary: The IT Escalation Engineer will be responsible for managing tickets that are escalated from the Service Desk for tiered support, which includes resolving technical issues related to AV, Windows, Apple, network, Wi-Fi, DHCP, AAD, AD, printers, Fortinet, Barracuda, MDM such as Intune and JAMF, Azure, and other IT-related tasks. This role also plays a key role in employee onboarding and offboarding by preparing, configuring, and deploying all new hire equipment, as well as receiving, auditing, and re-provisioning devices for departing employees. The IT Escalation Engineer works closely with internal teams to ensure all employees are properly set up with the technology they need from day one.
• Location: In-office at our Culver City, CA location.
• Compensation: $75,000-$90,000
• Hours: M-F 8am-5pm PST

Nadel is a global leader in targeted, high-impact branded merchandise. Founded in 1953, Nadel offers a connected team of experts who deeply understand every aspect of branded merchandise ideation, creation, and delivery. Headquartered in Los Angeles, Nadel has a presence across North America, Europe, Asia-Pacific, and beyond. With a strong commitment to sustainable business practices, Nadel continues to drive positive environmental change and raise the bar across the industry. For more information, please visit nadel.com.

1. Incident Management:
   • Manage and resolve escalated IT tickets that come from the Service Desk.
   • Document and maintain accurate records of all escalated tickets.
   • Analyze and troubleshoot complex, system, network, and software issues.
2. Technical Troubleshooting:
   • Ensure timely and accurate resolution of all escalated tickets.
   • Troubleshoot technical issues related to AV, Windows, Apple, network, Wi-Fi, DHCP, AAD, AD, printers, Fortinet, Barracuda, MDM such as Intune and JAMF, Azure, and other IT-related tasks.
3. Customer Support
   • Provide Tier-2 and Tier-3 support for end-users.
   • Communicate effectively with non-technical users to explain solutions.
   • Ensure timely updates to stakeholders on issue resolution progress.
4. Collaboration & Knowledge sharing
   • Work collaboratively with other teams such as SOC, NOC, Infrastructure, Cloud, and more to resolve issues.
   • Ensure adherence to company policies, procedures and standards.
5. Process Improvement

• Analyze escalation trends to identify gaps in tools, processes, or training.
• Recommend and implement improvements to reduce escalation frequency.
• Stay up-to-date with emerging technologies and industry trends.

• Bachelor’s degree with an emphasis in Computer Science, Computer Information Systems, or similar discipline, or equivalent combination of education and experience.
• Minimum of 3 years of experience in IT support, with a focus on escalation management and technical support.
• Strong knowledge and experience with AV, Windows, Apple, network, Wi-Fi, DHCP, AAD, AD, printers, Fortinet, Barracuda, MDM such as Intune and JAMF, Azure, and other IT-related tasks.
• Excellent communication and interpersonal skills.
• Ability to work under pressure in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively as part of a team.
• Willingness to learn and adapt to new technologies.
• Certifications such as Okta, JAMF, CCNA, and CompTIA are a plus.