Support Escalation Engineer

Job Summary

Joining a remote team, the full-time Support Escalation Engineer will become the go-to expert for clients, troubleshooting Microsoft technologies and network infrastructure while managing client communication and ticket escalations.

Key responsibilities

• Masterfully troubleshoot Windows devices, Microsoft 365, network infrastructure, and VoIP systems
• Own client communication, building rapport and ensuring positive outcomes in every interaction
• Manage ticket queues with precision, prioritizing effectively and handling escalations calmly

Required qualifications

• Hands-on expertise in troubleshooting and managing Microsoft technologies, including Windows Server and Active Directory
• Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP
• Demonstrated knowledge of advanced networking principles and troubleshooting firewalls and switches
• A proven ability to build trust and provide excellent customer service
• Experience with creating internal documentation to support team growth and learning