OVERVIEWAt Universal Data our number one goal is to Create Raving Fans. The Escalation Engineer plays an important role in making this happen through technical skills, teamwork, and emphasis on putting the customers' needs first. The Escalation Engineer handles day to day support of customer issues, serving as an escalation point, and assists in managing our contract client environments. Our business works with different organizations in various industries. As an Escalation Engineer, it is important that you can work with different technologies while being able to identify solutions that will improve our client's environment. The ideal candidate for the Escalation Engineer position will possess exceptional technical and interpersonal skills, be highly organized and motivated, and able to form working and trustworthy relationships with our end users. This position will present you with new and interesting challenges that will test you technical abilities as well as your problem-solving skills. When help is needed, the Escalation Engineer will be able to turn to the Service Coordinator, other team members, or the Director of Operations for additional guidance and support. RESPONSIBILITIES & TASKSCustomer Service Work on and resolve escalated Helpdesk TicketsDelight our Clients with a friendly, quick, and helpful experienceAssist Clients with identifying areas of improvementUse of our Ticketing SystemUse our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsManaging and recording all work through our Ticketing SystemMake sure that Client Documentation is well maintainedMake sure that Client Inventory remains updatedComplete routine Proactive maintenance to better manage client's environmentsProject WorkFrom time to time the projects team may need additional resource to help deliver projects assistanceCommunication, Reporting & RiskCreate and maintain documentationEscalate tickets that require Project Team supportCommunicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issueSubmit Timesheets & Expense reports as indicated on their SOPsIdentify, Communicate and Mitigate potential risks to the Director of Operations and ClientsTeam WorkFollow the schedule provided by the Service CoordinatorFollow Standard Operating Procedures (SOPs) for daily/weekly recurring tasksFollow all our Security Procedures and keeping a vigilant eye for security issuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectivelyUndertake other duties as required by the Service Coordinator, Director of Operations or CIOSKILLS AND ATTRIBUTESDesiredA love of (and ability to) solve problems and challengesGreat communication skills, founded in being a good listenerUnderstanding of support tools, techniques and how technology is used to provide srvicesUnderstanding of operating systems, business applications, printing systems and network systemsDiagnosis skill of technical issues related of end-user hardware & software and network devicesExperience and understanding of structured cabling (tidy cable management is a must)Experience installing and maintaining networking and VoIP equipmentExperience and knowledge of working with the Microsoft 365 PlatformExperience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)Experience working with vendors for expedited troubleshooting of hardware and software systemsA deep desire to deliver an amazing Client ExperienceKnowledge of IT Applications, Software & HardwareThe ability to keep up with & adapt to the fast-paced IT worldNice to HaveExperience using a Ticketing system / RMM Tool and PSA softwareExperience providing support via remote toolsExperience handling Technical Service TicketsProfessional IT CertificationsClient Experience CertificationsExperience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support BusinessPERKSHealth Insurance Plans as well as other health benefitsIncentives for reaching Team and Company GoalsCareer Development Plan to assist in your professional growthAn easy-going environment and cultureThe flexibility to work from home (we run a Hybrid office)Company provided IT Equipment