IT Support Escalation

WheelHouse IT; Orlando, Northern (FL, KY); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

401K with company match

Company provided mobile phone

Health, vision, and dental benefits

Performance-based incentives

Generous bonus levels

Full on the job training

Fun working environment and culture

PTO

Mario Kart / D&D club

Job summary

WheelHouse IT in Orlando, FL is seeking a motivated Support Escalation Engineer to deliver high-quality technical support and mentor clients. This is not an entry-level role and requires 2–3 years of MSP experience.

You will provide remote and on-site assistance for PCs, networking equipment, servers, and security, while acting as an escalation point for complex issues. You will work with clients and staff across technical and non-technical backgrounds, communicate incident progress, and own

Qualifications

• Minimum 2–3 years of MSP experience.
• Experience providing remote and on-site IT support.
• Strong communication with technical and non-technical clients.
• Ability to work in a team and own tasks.

Responsibilities

• Provide IT support for PCs, networking, servers, and security.
• Serve as escalation point for complex issues.
• Deliver remote and on-site support for virtualization and network tech.
• Document maintenance and communicate incident progress to customers.
• Assist with projects and ensure timely delivery.

Skills

Interpersonal skills

Diagnosis skills

Multi-tasking

Communication skills

Technical troubleshooting

Resource matching

Customer service orientation

Education

Microsoft MCP

MCSA

MCSE

Citrix CCEA or CCIA

SonicWall CSSA

ConnectWise CCPA

LabTech LTCP

Cisco CCNA

VMware VCP

Tools

VMware

Citrix

Microsoft Exchange

Windows Server/SQL/SharePoint

Job description

Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality technical support and mentorship to our clients. This position is located in Oralndo, FL. This is NOT an entry level position. MUST have a minimum of 2-3 years MSP experience.

As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks.

The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.

Basic Functions:

• Provide IT support relating to issues with internal systems and network infrastructure.
• Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Support services for virtualization technologies: VMware, Citrix, and Microsoft.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Administer hosted and cloud solutions for customers using technologies that meet their requirements.
• Support disaster recovery solutions.
• Remote access solution support: VPN, Terminal Services, and Citrix.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• Document maintenance for all computer systems and network infrastructure.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
• Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed.
• Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments.

Knowledge, Skills, and Abilities:

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: an ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service requests.

Benefits:

• 401K with company match
• Company provided mobile phone
• Competitive salary based on experience and qualifications
• Health, vision, and dental benefits included
• Performance-based incentives
• Generous bonus levels
• Full on the job training & support
• Fun working environment and culture
• Great opportunity for advancement
• PTO
• All the Mario Cart, Beyblade, and Dungeons & Dragons you can handle

Compensation Range: $48K - $55K, inclusive of base salary and bonuses, depending on experience and qualifications.