Escalation Engineer

Universal-Data-Inc; New Orleans (LA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Incentives for team goals

Career development plan

Hybrid work environment

Company provided IT equipment

Job summary

Universal Data is seeking an Escalation Engineer in New Orleans, LA, to handle escalated Helpdesk tickets and support client environments. You will work with diverse technologies and coordinate with service teams to improve client IT landscapes.

The role emphasizes strong communication, proactive maintenance, and documenting work while maintaining security procedures and SOPs. Hybrid work options may be available and ongoing client engagement is expected.

Qualifications

• A love of solving problems and challenges.
• Great communication skills, founded in being a good listener.
• Understanding of support tools, techniques and how technology is used to provide services.
• Understanding of operating systems, business applications, printing systems and network systems.
• Diagnosis skill of technical issues related to 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).
• 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.

Responsibilities

• Resolve escalated Helpdesk Tickets and provide quick, friendly support.
• Delight clients with a helpful experience and identify areas for improvement.
• Use and manage the Ticketing System and ensure proper documentation.
• Perform proactive maintenance to manage client environments.
• Support project work as needed by the projects team.
• Create and maintain client documentation and reports.
• Communicate ticket status to clients and report outages.
• Submit timesheets and expense reports as required.

Skills

Problem solving

Communication

Support tools

Operating systems

Networking

VoIP

Microsoft 365

Cable management

Vendor coordination

Client experience

IT applications

Tools

Ticketing System

RMM Tool

PSA software

Job description

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