Client-Facing Escalation Engineer

RJ Young; Madison (AL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading technology company in Madison, Alabama, seeks an Escalation Engineer to serve as a tier-3 resource for service issues. This full-time role requires monitoring network alerts and providing technical support for clients both onsite and remotely. Ideal candidates will possess a high school diploma and have at least 2 years of experience in a service desk role. Certifications like CompTIA A+ are preferred.

Qualifications

• Minimum 2 years of experience working on a service desk or similar role.
• Understanding of IT networking and security.
• Understanding of technology configurations and installation/project experience.

Responsibilities

• Receive technical escalation tickets and prioritize the client experience.
• Monitor network service alerts and respond to critical alerts.
• Provide technical support for users via phone, email, remote or onsite.

Skills

Creative Thinking

Customer Service

Multitasking

Oral Communication

Problem Solving

Education

High School diploma

Tools

CompTIA A+

CompTIA Net+

Job description

A leading technology company in Madison, Alabama, seeks an Escalation Engineer to serve as a tier-3 resource for service issues. This full-time role requires monitoring network alerts and providing technical support for clients both onsite and remotely. Ideal candidates will possess a high school diploma and have at least 2 years of experience in a service desk role. Certifications like CompTIA A+ are preferred.