Escalation Engineer — Hybrid IT Support & Client Experience

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

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.