Talent.com
IT Service Desk Escalations Engineer - Tier 3 (on-site)

IT Service Desk Escalations Engineer - Tier 3 (on-site)

AqueityDowners Grove, IL, US
11 days ago
Job type
  • Full-time
  • Quick Apply
Job description

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 : $80-100K Powered by JazzHR
    • Create a job alert for this search

    It Service Desk • Downers Grove, IL, US

    Related jobs
    • Promoted
    IT Deskside Support Engineer - Chicago IL, (100% Onsite)

    IT Deskside Support Engineer - Chicago IL, (100% Onsite)

    Georgia IT IncChicago, IL, United States
    Permanent
    Role : IT Deskside Support Engineer.Location : Chicago IL, (100% Onsite).The candidate should be willing to work out of the Client's office in downtown Chicago (100% onsite) Near Navy Pier.US Citizen...Show moreLast updated: 3 days ago
    • Promoted
    Small Engine Technician

    Small Engine Technician

    Blain's Farm & FleetBourbonnais, IL, US
    Full-time
    Company & Benefits Information.At Blain's Farm & Fleet we believe everyone deserves the opportunity to have a job they love, work in a great environment, grow their career & enjoy a...Show moreLast updated: 30+ days ago
    • Promoted
    Lead Technician - Earth Station Operations

    Lead Technician - Earth Station Operations

    DishMonee, IL, United States
    Full-time +1
    EchoStar is reimagining the future of connectivity.Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans an...Show moreLast updated: 30+ days ago
    • Promoted
    Service Desk Agent

    Service Desk Agent

    Insight GlobalChicago, IL, United States
    Full-time
    Serve as first-level contact for IT support via phone and multimedia channels.Provide initial troubleshooting for Hyatt-owned software, hardware, and networking issues. Handle password resets and di...Show moreLast updated: 3 days ago
    • Promoted
    Network Engineer III

    Network Engineer III

    Endeavor HealthWarrenville, Illinois, US
    Full-time +1
    The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.Position : Network Engineer III. Location : 4201 Winfield Road, Warrenville IL.Full Ti...Show moreLast updated: 1 day ago
    • Promoted
    Survey Taker : Earn up to $25 per survey (Remote)

    Survey Taker : Earn up to $25 per survey (Remote)

    Earn HausBourbonnais, IL, United States
    Remote
    Full-time +1
    Looking for people to participate in taking online surveys for Fortune 500 brands.All you need to do is complete online surveys by sharing your opinion. You will help influence brand decisions on se...Show moreLast updated: 30+ days ago
    • Promoted
    Sr. Network Engineer

    Sr. Network Engineer

    MMD ServicesSchaumburg, IL, US
    Full-time
    Our client is a global organization in the industry that has proven to survive the challenges of Covid-19.They make products that filter water, promote hygiene, and provide infection prevention sol...Show moreLast updated: 1 day ago
    • Promoted
    Service Desk Analyst - Tier 2

    Service Desk Analyst - Tier 2

    INSPYR SolutionsChicago, IL, United States
    Permanent
    US Citizen, GC Holders or Authorized to Work in the U.The Service Desk Analyst serves as the first point of contact for users seeking technical assistance. This role involves troubleshooting hardwar...Show moreLast updated: 3 days ago
    • Promoted
    Specialist I, Service Desk

    Specialist I, Service Desk

    Cresco LabsChicago, IL, United States
    Full-time +2
    Cresco Labs is one of the largest public, vertically integrated, multistate operators in the cannabis industry.Our portfolio of in-house cultivated and manufactured brands features some of the high...Show moreLast updated: 1 day ago
    • Promoted
    IT Service Desk Escalations Engineer - Tier 3 (on-site)

    IT Service Desk Escalations Engineer - Tier 3 (on-site)

    AqueityDowners Grove, IL, United States
    Full-time
    Aqueity, a leading MSP, is looking for a skilled.IT Service Desk Escalations Engineer - Tier 3.The IT Service Desk Escalations Engineer - Tier 3 is responsible for technical escalations support on ...Show moreLast updated: 3 days ago
    • Promoted
    Director, IT Asset Management & Technical Implementation

    Director, IT Asset Management & Technical Implementation

    Endeavor HealthWarrenville, Illinois, US
    Full-time +1
    The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.Position : Director, IT Asset Management & Technical Implementation.Location : 4201 W...Show moreLast updated: 30+ days ago
    • Promoted
    Service Desk Analyst Intern

    Service Desk Analyst Intern

    CannonDesignChicago, IL, United States
    Full-time
    If you think your skills, experience and aspirations make you a good match for this position, we encourage you to apply.You will work under the direction of the IT team to provide support with tech...Show moreLast updated: 3 days ago
    • Promoted
    Telecom Engineer

    Telecom Engineer

    Prime HealthcareAurora, IL, United States
    Full-time
    Prime Healthcare is an award-winning health system headquartered in Ontario, California.Prime Healthcare operates 51 hospitals and has more than 360 outpatient locations in 14 states providing more...Show moreLast updated: 3 days ago
    • Promoted
    Automotive Service Advisor

    Automotive Service Advisor

    Blain's Farm & FleetBourbonnais, IL, United States
    Full-time
    Company & Benefits Information.At Blain's Farm & Fleet we believe everyone deserves the opportunity to have a job they love, work in a great environment, grow their career & enjoy a positive balanc...Show moreLast updated: 22 days ago
    • Promoted
    Warehouse Team Lead

    Warehouse Team Lead

    RJW LogisticsElwood, IL, US
    Full-time
    RJW Logistics Group is HIRING!.THAT’S WHY THEY COME FIRST.RJW is dedicated to hiring and developing talent who want to make an impact and be a part of an industry-leading organization.At RJW,...Show moreLast updated: 1 day ago
    • Promoted
    Help Desk II

    Help Desk II

    Middleground ItChicago, IL, United States
    Full-time
    We are a rapidly growing IT Managed Service Provider located in the Loop.We provide outsourced IT services to clients in the Chicago area, including industries such as Healthcare, Legal, Financial,...Show moreLast updated: 30+ days ago
    Tier 3 Field Services Engineer

    Tier 3 Field Services Engineer

    WEBIT ServicesNaperville, IL, US
    Full-time
    Quick Apply
    WEBIT Services, a leading Managed Services Provider based in Chicago, is searching for a dedicated and highly skilled Tier 3 Field Services Engineer to join our team of Employee Owners.As a critica...Show moreLast updated: 30+ days ago
    • Promoted
    Service Desk Technician

    Service Desk Technician

    The LaSalle GroupPalatine, IL, United States
    Permanent
    LaSalle Network is on the hunt for a.If you've got a passion for problem-solving, thrive in fast-moving environments and want to sharpen your IT skills, this role is for you.You'll configure device...Show moreLast updated: 3 days ago
    • Promoted
    T3 Service Desk Engineer

    T3 Service Desk Engineer

    WEBIT ServicesNaperville, IL, United States
    Full-time
    As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and colla...Show moreLast updated: 3 days ago
    • Promoted
    IT Service Manager (on-site)

    IT Service Manager (on-site)

    AqueityDowners Grove, IL, US
    Full-time
    Aqueity, a leading technology firm located in Downers Grove, IL is looking for a skilled .The IT Service Manager is responsible for directing the day-to-day operations of the service desk supp...Show moreLast updated: 30+ days ago