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Homefield IT

A Company of Acrisure Cyber Services. Get Ahead of the Tech Game.

Escalation Technician

Location

New York

Posted

15 hours ago

Salary

0

Seniority

Senior

Associate Degree3 yrs expEnglishDNS

Job Description

Escalation Technician

Homefield IT

• Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner. • Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. • Prioritize and schedule problems. • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system. • Identify and learn appropriate software and hardware used and supported by the organization. • Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Perform post-resolution follow-ups to help requests.

Job Requirements

  • At least three years of experience in Windows Server administration such as Active Directory, and Remote Desktop Services
  • Experience with networking including switches, wireless networks, VPNm DNS, DHCP, VLANs
  • Must have previous MSP experience
  • Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service. We expect you to be of the same mindset.
  • Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig.
  • Accountability – You are reliable and take responsibility for the tasks assigned to you.
  • Excellent written and oral communication skills.
  • Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs

Benefits

  • All your information will be kept confidential according to EEO guidelines.
  • By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply.

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