On-Site MSP Escalations Engineer

Pacific Office Automation; Phoenix (AZ); 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

Job summary

Pacific Office Automation in Phoenix, AZ is seeking an MSP Escalations Engineer to join our Tier III help desk. You will resolve complex server, network, and software issues for our clients, interfacing with clients and vendors for timely resolutions and thorough documentation.

Ideal candidates bring 5+ years MSP experience and 7+ years IT experience, with MCSE/MCITP, CCNA/CCNP, and Network+/A+. You will mentor Tier 1–2 staff and participate in training and knowledge sharing while maintaining

Qualifications

• 5+ years MSP experience and 7+ years IT experience.
• Associate’s or Bachelor’s degree.
• MCSE (or MCITP) certification.
• CISP/CCNA/CCNP certifications.
• Network+ or A+ Certifications.
• Experience supporting Windows 7/8 and other MS 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 printer and software issues on client PCs.
• Troubleshoot networking issues and server down scenarios.
• Document resolution steps for closed tickets and escalations.
• Monitor backups and coordinate with the backup team.
• Provide root-cause analysis as needed.

Skills

MSP experience

IT experience

Customer service

Mentoring/training

Education

Associate’s or Bachelor’s degree

MCSE (or MCITP)

CISP/CCNA/CCNP

Network+ or A+ Certifications

Tools

IT Glue

Job description

Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX & HI With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

Position

We are seeking a MSP Escalations Engineer for our office in Phoenix, AZ.

The Tier III Help Desk Technician is the last line of technical support for server and network escalations for our clients. As a Tier III staff member, you are the final point of escalation for the help desk. You will be interacting with clients and third-party vendors to resolve highly technical issues involving all aspects of our client's IT environment. You should be able to demonstrate exceptional critical thinking, systems analysis, and breadth of technology capabilities along with excellent customer service skills.

Essential Job Duties

• 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

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

Benefits

• Advancement and growth into leadership roles
• Team-player environment
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• PTO, Vacation, Sick Leave
• FSA Program

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees' differences because we know that diversity makes us stronger.