MSP Escalations Engineer – Tier III Support

Pacific Office Automation; Beaverton (OR); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Advancement and growth into leadership

Team-player environment

Medical/Dental/Vision/Life insurance

Matched 401k

PTO, Vacation, Sick Leave

FSA Program

Job summary

Pacific Office Automation in Beaverton, OR is seeking a MSP Escalations Engineer as the final line of technical support for our clients' server, network, and software issues.

As a Tier III engineer, you will interact with clients and vendors, perform root cause analysis, document steps, and mentor Tier 1/2 while partnering with TAM/Sales. The role requires 5+ MSP years and 7+ IT years, relevant certs, and a degree; we offer growth, benefits, and a collaborative culture.

Qualifications

• 5+ years of MSP experience and 7+ years of IT experience.
• Associate’s or Bachelor’s degree.
• MCSE (or MCITP)
• CISP/CCNA/CCNP
• Network+ or A+ Certifications.
• Knowledge and hands-on experience providing technical support to users using Windows 7, Windows 8, and other mainstream Microsoft applications

Responsibilities

• Work within the enterprise ticketing system.
• Manage personal workflow to ensure efficient operations.
• Conscientious documentation of all activities.
• Troubleshoot advanced software, hardware, and network issues.
• Setup new user and email accounts that did not succeed.
• Troubleshoot advanced printer and Software issues on Client PCs.
• Troubleshoot advanced networking issues.
• Troubleshoot Server down issues.
• Troubleshoot Hardware/server alerts from Infrastructure.
• Document Resolution steps for closed tickets and notes for escalations.
• Document new issues for Tier 2 in IT glue.
• Monitor Backup systems and work with a backup team to restore customer data as needed.
• Escalate to Tier four as needed, continue to track and follow up on the issue until resolved
• Work issues to resolution
• Mentor Tier 1 & 2
• Aid in training Tier 1 & 2
• Provide technical support over the phone or Web to end-users
• Use remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issues
• Work with TAM/Sales as needed to resolve issues
• Provide root cause analysis as needed

Skills

MSP experience

IT experience

Windows support (7/8)

Remote support

Education

Associate’s degree

Bachelor’s degree

MCSE (or MCITP)

CISP/CCNA/CCNP

Network+ or A+ Certifications

Job description

Pacific Office Automation in Beaverton, OR is seeking a MSP Escalations Engineer as the final line of technical support for our clients' server, network, and software issues.

As a Tier III engineer, you will interact with clients and vendors, perform root cause analysis, document steps, and mentor Tier 1/2 while partnering with TAM/Sales. The role requires 5+ MSP years and 7+ IT years, relevant certs, and a degree; we offer growth, benefits, and a collaborative culture.