On-Site MSP Escalations Engineer

Pacific Office Automation Inc.; Phoenix (AZ); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Medical/Vision/Dental insurance

Life insurance

401k with company match

FSA Program

Career growth opportunities

Job summary

Pacific Office Automation in Phoenix, AZ seeks an MSP Escalations Engineer to join our Tier III help desk. You will be the final escalation point for complex server, network, and software issues, interfacing with clients and vendors to resolve highly technical problems while delivering exceptional customer service.

Ideal candidates have extensive MSP and IT experience, relevant certifications, and a track record of leading issues to resolution in enterprise IT environments.

Qualifications

• 5+ years of MSP experience and 7+ years of IT experience.
• Associate's or Bachelor's degree.
• MCSE (or MCITP) certification and network certifications.
• Experience supporting Windows environments and related MS technologies.

Responsibilities

• Troubleshoot advanced software, hardware, and network issues for clients.
• Provide technical support over the phone or Web to end-users.
• Escalate to Tier 4 and coordinate with TAM/Sales as needed.
• Document resolution steps and maintain knowledge base entries.

Skills

MSP experience

IT experience

Education

Associate's or Bachelor's degree

Tools

MCSE (or MCITP)

CISSP/CCNA/CCNP

Network+ or A+ Certifications

Job description

Career Opportunities with Pacific Office Automation

Careers At Pacific Office Automation

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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.

At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.

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.

• 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
• 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
• Advancement and growth into leadership roles
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• 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.