Escalation Technician

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🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Homefield IT

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

Homefield IT is a company that provides strategic technology services across the country. Formerly known as ManhattanTechSupport. com, it offers a comprehensive range of IT services including managed IT services, cybersecurity, cloud services, data management, and network security. Homefield IT specializes in cloud assessment, cloud migration, managed security services, and cybersecurity compliance. The company serves various industries such as legal, finance, banking, healthcare, and construction. With a focus on exceptional client service and world-class technology expertise, Homefield IT aims to enhance business continuity, regulatory compliance, and digital transformation for its clients.

📋 Description

• 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.

🎯 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.