IT Support Escalation

Wheelhouse IT is seeking a highly motivated Support Escalation Engineer to provide high-quality technical support and mentorship to our clients. This position is located in Oralndo, FL.  This is NOT an entry level position.  MUST have a minimum of 2-3 years MSP experience.As a member of our team, you will be responsible for providing remote and on-site support for PCs, networking equipment, servers, firewalls, and desktop software. You will also be an escalation point for difficult-to-solve issues and expected to perform a wide range of IT support tasks.The ideal candidate should possess excellent communication skills and be willing to work with clients and staff from technical to non-technical backgrounds. You must have the ability to work in a team environment and take ownership of tasks and projects.Basic Functions:Provide IT support relating to issues with internal systems and network infrastructureSupport services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etcSupport services for virtualization technologies: VMware, Citrix, and MicrosoftTechnical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and securityAdminister hosted and cloud solutions for customers using technologies that meet their requirementsSupport disaster recovery solutionsRemote access solution support: VPN, Terminal Services, and CitrixMonitor the remote monitoring and management system alerts and notifications and respond accordingly through service ticketsDocument maintenance for all computer systems and network infrastructureCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outagesAdditional Duties and Responsibilities:Improve customer service, perception, and satisfactionEscalate service or project issues that cannot be completed within agreed service levelsBusiness awareness: specific knowledge of the customer and how IT relates to their business strategy and goalsDocument internal processes and procedures related to duties and responsibilitiesReview IT publications and online materials to remain up-to-date with current and future technologies emerging in the industryAssist with projects as needs dictate and drive completion of deliverables on his/her own as neededAlso responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environmentsKnowledge, Skills, and Abilities:Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCPInterpersonal skills: such as telephony skills, communication skills, active listening, and customer careDiagnosis skills of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness: an ability to match resources to technical issues appropriatelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service requestsBenefits:401K with company matchCompany provided mobile phoneCompetitive salary based on experience and qualificationsHealth, vision, and dental benefits includedPerformance-based incentivesGenerous bonus levelsFull on the job training & supportFun working environment and cultureGreat opportunity for advancementPTOAll the Mario Cart, Beyblade, and Dungeons & Dragons you can handleCompensation Range: $48K - $55K, inclusive of base salary and bonuses, depending on experience and qualifications.If you have a passion for IT and want to join a dynamic team, we encourage you to apply for this exciting opportunity.