Escalation Engineer

Universal Data IncNew Orleans, LA

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Overview

Remote

On-site

Job Description

OVERVIEWAt Universal Data our number one goal is to Create Raving Fans. The Escalation Engineer plays an important role in making this happen through technical skills, teamwork, and emphasis on putting the customers' needs first. The Escalation Engineer handles day to day support of customer issues, serving as an escalation point, and assists in managing our contract client environments. Our business works with different organizations in various industries. As an Escalation Engineer, it is important that you can work with different technologies while being able to identify solutions that will improve our client's environment. The ideal candidate for the Escalation Engineer position will possess exceptional technical and interpersonal skills, be highly organized and motivated, and able to form working and trustworthy relationships with our end users. This position will present you with new and interesting challenges that will test you technical abilities as well as your problem-solving skills. When help is needed, the Escalation Engineer will be able to turn to the Service Coordinator, other team members, or the Director of Operations for additional guidance and support. RESPONSIBILITIES & TASKSCustomer Service Work on and resolve escalated Helpdesk TicketsDelight our Clients with a friendly, quick, and helpful experience

Assist Clients with identifying areas of improvement

Use of our Ticketing SystemUse our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsManaging and recording all work through our Ticketing SystemMake sure that Client Documentation is well maintained

Make sure that Client Inventory remains updated

Complete routine Proactive maintenance to better manage client's environments

Project WorkFrom time to time the projects team may need additional resource to help deliver projects assistance

Communication, Reporting & RiskCreate and maintain documentation

Escalate tickets that require Project Team support

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

Submit Timesheets & Expense reports as indicated on their SOPsIdentify, Communicate and Mitigate potential risks to the Director of Operations and ClientsTeam WorkFollow the schedule provided by the Service CoordinatorFollow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks

Follow all our Security Procedures and keeping a vigilant eye for security issues

Identify opportunities for improvement and make constructive suggestions for change

Contribute to the process of innovative change effectively

Undertake other duties as required by the Service Coordinator, Director of Operations or CIOSKILLS AND ATTRIBUTESDesiredA love of (and ability to) solve problems and challenges

Great communication skills, founded in being a good listener

Understanding of support tools, techniques and how technology is used to provide srvices

Understanding of operating systems, business applications, printing systems and network systems

Diagnosis skill of technical issues related of end-user hardware & software and network devices

Experience and understanding of structured cabling (tidy cable management is a must)Experience installing and maintaining networking and VoIP equipment

Experience and knowledge of working with the Microsoft 365 PlatformExperience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)Experience working with vendors for expedited troubleshooting of hardware and software systemsA deep desire to deliver an amazing Client ExperienceKnowledge of IT Applications, Software & HardwareThe ability to keep up with & adapt to the fast-paced IT world

Nice to HaveExperience using a Ticketing system / RMM Tool and PSA software

Experience providing support via remote tools

Experience handling Technical Service TicketsProfessional IT CertificationsClient Experience CertificationsExperience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support BusinessPERKSHealth Insurance Plans as well as other health benefits

Incentives for reaching Team and Company GoalsCareer Development Plan to assist in your professional growth

An easy-going environment and culture

The flexibility to work from home (we run a Hybrid office)Company provided IT Equipment

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FAQs About Escalation Engineer Jobs at Universal Data Inc

What is the work location for this position at Universal Data Inc?

This job at Universal Data Inc is located in New Orleans, LA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Universal Data Inc?

Employer has not shared pay details for this role.

What employment applies to this position at Universal Data Inc?

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