Support Escalation Engineer

Job Summary

Obsessed with problem-solving, the full-time remote Support Escalation Engineer will ensure clients' technology runs flawlessly by troubleshooting Microsoft technologies, managing client communication, and contributing to a collaborative knowledge base.

Key responsibilities

• Become the go-to expert for troubleshooting Windows devices, Microsoft 365, network infrastructure, and VoIP systems
• Own client communication to build rapport, manage expectations, and ensure positive outcomes
• Manage ticket queues effectively, prioritizing tasks and handling escalations with confidence

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, including firewalls and switches
• A proven ability to build trust and provide excellent customer service
• Experience creating internal documentation to support team growth and learning