Senior MSP Escalations Engineer (Tier III) - Onsite Phoenix

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

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.