Escalation Engineer

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

Benefits offered by this job

Health Insurance Plans

Incentives for team/company goals

Career Development Plan

Easy-going environment and culture

Hybrid office lifestyle

Company provided IT Equipment

Job summary

Universal Data Inc. is seeking an Escalation Engineer to support client environments and act as a trusted escalation point. You will resolve escalated tickets, coordinate with service teams, and ensure documentation is up to date.

You will work within a hybrid office in the United States, collaborating with coordinators and the CIO to deliver timely, high-quality IT support and proactive maintenance for diverse environments.

Qualifications

• A love of problem solving and customer focus.
• Strong communication and listening skills.
• Understanding of support tools and how tech is used in service delivery.
• Knowledge of operating systems, business apps, printing and networking.
• Ability to diagnose end-user hardware, software and network issues.
• Experience with structured cabling and tidy cable management.
• Experience with networking and VoIP equipment.
• Experience with Microsoft 365 platform.
• Experience with clean workstation installations and vendor coordination.
• Commitment to delivering excellent client experience.

Responsibilities

• Resolve escalated helpdesk tickets with timely updates.
• Delight clients with a friendly, efficient service experience.
• Identify areas for client environment improvement and document outcomes.
• Use ticketing system to manage tickets, service requests, and documentation.
• Maintain client documentation and inventory in the system.
• Perform routine proactive maintenance on client environments.
• Assist projects with extra resources when needed.
• Escalate to project team when required and communicate status to clients.
• Submit timesheets and expense reports as per SOPs.
• Identify and mitigate risks to operations and clients.

Skills

Problem solving

Communication

Support tools

OS & apps knowledge

Networking

VoIP equipment

Microsoft 365

Cable management

Vendor coordination

Client experience

Tools

Ticketing system

RMM tools

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