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IT Escalation Engineer

Company: Spade Technology
Location: Mansfield
Posted on: January 22, 2023

Job Description:

IT Escalation Engineer:
When was the last time you truly enjoyed going to work? It is an ideal time to join our highly talented and growing team. We are looking for individuals that have a strong desire to learn as well as outstanding customer service skills. We put great focus on training as well as earning new industry certifications.
About Spade Technology:
Spade Technology is a twenty-year young outsourced IT company based out of Mansfield, Massachusetts. We have one simple goal: to provide the same kind of IT solutions expected by large-scale corporations to small and mid-sized businesses. How do we do this? We deliver real business value - getting to know your business, implementing best practices, proactively managing your technology, and aligning your technology investment with your business goals to truly boost your bottom line.
We understand the importance of fixing issues quickly, however, we believe it's more important to prevent those issues from occurring in the first place - and that's where our proactive approach comes in: we stay proactive and strive to help you think of your IT as a strategic advantage as opposed to another necessary expense.
Benefits of Working at Spade Technology:

  • The stability of a twenty-year-old company with the growth, excitement, and career potential of a startup
  • Work with cutting edge technology everyday
  • A strong focus on your industry training and certification including company paid for education and exams
  • A team of highly motivated, extremely talented, fun and friendly engineers
  • Competitive salary and benefits
  • A place where ambition, loyalty, and exceptional performance will be noticed and rewarded
  • A clear company vision and mission
    Position Summary:
    Are you ambitious, organized, and solution-focused? We are a fast-growing IT Support company in need of an experienced Escalation Engineer to join our team in providing exceptional IT services to small and medium-sized businesses throughout Massachusetts, Rhode Island, and Southern New Hampshire. Our Escalation Engineer is the highest escalation point for customer issues as well as a mentor and coach to other engineers. The Escalation Engineer possess a broad range of both technical and business skills, as well as a strong drive to help other team members succeed and grow. Our Escalation Engineer will work closely with our clients and other internal resources, therefore excellent oral and written communication skills are required.
    Essential Duties and Responsibilities:
    • Escalation of Client Care Center/reactive tickets.
    • Complex server and network issues
    • Unique technical troubleshooting
    • Technical resource for all departments
    • Assist Professional Services Team with Projects as capacity allows
    • Work directly with clients to provide reactive technical support for escalated tickets
    • Coach and mentor other support staff, particularly new and junior staff to develop skills and improve understanding and adherence to Spade's standards, processes, and procedures
    • Work with the Service Manager to identify trends and underlying technology issues impacting tickets per endpoint (TPE)
    • Collaborate with team and Service Manager to assess process improvement opportunities, assess tools, etc. to improve Support operations
    • Keep manager informed of issues that may impact the organization
    • Provide leadership in tone, actions, and execution
    • Complete special projects as assigned by manager, working cross departmentally as necessary
      Technical Requirements:
      • Broad knowledge across technology/Unique technical troubleshooting experience.
      • Advanced Network troubleshooting skills.
      • HP/Dell Server, VMWare, Hyper-V
      • Expertise administering Microsoft Windows Server; Active Directory, Group Policy, DNS, DHCP, etc. Install, configure and manage server features and roles.
      • Experience with Azure/AWS or other cloud-based environment
      • MDM/Mobile Device Management
      • Experience administering Microsoft Exchange (On-Prem and O365) including email account creation/modification, distribution list management, and other Exchange administrative tasks.
      • Experience with Office 365
      • Domain synchronization, security, MFA authentication, Radius
      • Experience with SharePoint administration
      • An in-depth understanding of TCP/IP.
      • Experience configuring and managing firewalls
      • including implementing and troubleshooting VPNs, RADIUS, etc.
      • SonicWall experience a plus.
      • Cyber Security awareness
      • Experience working for an IT Managed Service Provider
        Additional Requirements:
        • Desire/drive to mentor other engineers
        • Proven ability to set and manage client expectations
        • Exceptional customer service and communication skills
        • The ability to work effectively in a fast-paced, team environment
        • Attention to detail, process-oriented and strong desire to learn
          Preferred Experience:
          • Experience supporting network and server infrastructures for small to mid-sized businesses
            Spade Technology offers excellent compensation and benefits, including competitive salaries commensurate with experience, 401(k), and a generous vacation plan.
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Keywords: Spade Technology, Mansfield , IT Escalation Engineer, Engineering , Mansfield, Ohio

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