IT Service Desk Escalations Engineer - Tier 3 (ONSITE) Job at Aqueity, Downers Grove, IL

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  • Aqueity
  • Downers Grove, IL

Job Description

**LOCAL CHICAGOLAND CANDIDATES ONLY - THIS POSITION IS NOT REMOTE OR RELOCATION ELIGIBLE**

Aqueity, a leading MSP, is looking for a skilled IT Service Desk Escalations Engineer - Tier 3 to join our growing team! The IT Service Desk Escalations Engineer – Tier 3 is responsible for technical escalations support on the service desk and acts as a coach to other help desk technicians. The ideal candidate will balance technical escalations related to network/security, systems, cloud, and Microsoft core technologies with coaching and mentoring our technical support team to provide excellent customer service and resolve all technical issues.

Responsibilities:

  • Provides escalated IT support resolving issues with Microsoft related technologies including Office 365, Azure, Windows Server, Exchange, SQL, SharePoint, etc.
  • Provides technical escalation support and assistance at network infrastructure level: WAN, LAN connectivity, routers, firewalls, and security
  • Assists with support for remote access solutions including VPN, RDS, and Citrix
  • Maintains customer relationships ensuring customer satisfaction including timely and accurate customer service on a daily basis
  • Contributes to improving customer support by actively responding to queries and handling complaints
  • Establishes best practices through the entire technical support process
  • Follows up with customers to identify areas of improvement
  • Collaborates with other internal groups maintaining and improving communication, processes, and promoting cross-functional teamwork
  • Documents and tracks all required information supporting accurate ticket reporting
  • Communicates with customers as required including updates on incident progress and notification of impending changes or agreed outages
  • Displays ability to patiently walk user through steps needed to address an issue
  • Creates documentation of support processes and client-specific requirements for recurring issues as comprehensive knowledge base reference for team
  • Handles difficult situations calmly and with confidence
  • Possesses business awareness including specific knowledge of customers and how IT relates to their business strategy and goals
  • Displays empathy for our technology users and their day-to-day challenges
  • Maintains good organization and follows each user service issue through to completion

Requirements:

  • B.S. degree in Computer Science, Information Technology or relevant field, or equivalent combination of education and experience
  • Proven work experience as a Help Desk Escalations Engineer required
  • Must have minimum 3 years of working for an IT MSP supporting multiple clients
  • Proven technical ability and troubleshooting skills with Azure, VMware, network infrastructure (firewalls, routers, switches, cloud/on prem servers, etc.) required
  • CCNA or Network+ certification required 
  • Experience with ticketing systems, network monitoring and other tech support related tools preferred
  • Advanced technical diagnostic skills with ability to appropriately match resources to technical issues
  • Advanced understanding of operating systems, business applications, printing and network systems
  • Solid technical background with ability to give instructions to non-technical audience
  • Team leadership skills, with ability to maintain a positive and encouraging environment
  • Problem solving attitude with ability to motivate the team to achieve specific goals
  • Ability to multi-task and adapt to changes quickly while managing competing priorities
  • Customer-service oriented with e xcellent written and verbal communications skills
  • Self-motivated with the ability to work and thrive in a fast-paced environment and adapt to frequently changing priorities 

Salary range: $75-100K

Job Tags

Full time, Work experience placement, Local area, Relocation,

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