Escalations Engineer

Description

Welcome to ATB Technologies, where innovation meets exceptional customer service! We are an award-winning Managed Service Provider (MSP) in St. Louis, fueled by the passion of our team and client referrals. Crafting personalized IT solutions is our forte, and we're on the lookout for enthusiastic individuals to join our crew. At ATB Technologies, it's not just about upgrading businesses with better IT and providing top-tier customer service, it's about creating a workplace for your success.

As an Escalations Engineer at ATB Technologies, you will play a crucial role in ensuring the smooth resolution of complex technical support issues and customer concerns. This position is perfect for someone who thrives on solving intricate problems, enjoys deep dives into technical support issues, and prefers implementing long-term solutions over quick fixes. You will work closely with various teams to ensure customer satisfaction and maintain high service standards.

Key Responsibilities

• Expert-Level Troubleshooting: Serve as the final escalation point for complex technical support issues, leveraging your deep technical expertise to resolve them efficiently.
• Root Cause Analysis: Conduct thorough analyses to identify and address the root causes of recurring issues, ensuring long-term solutions.
• Ownership of Escalations: Take full responsibility for escalated cases, managing them from start to finish to ensure timely and effective resolution.
• Collaboration: Work with support teams to facilitate knowledge transfer and collaborative problem-solving.
• Client Communication: Maintain proactive communication with clients and account managers, providing regular updates and managing expectations throughout the resolution process.
• Proactive System Management: Firewall Rule Reviews, EOL Management, Patching Verification, Email Security Enhancements, and Password Rotation.
• Comprehensive Documentation: Maintain detailed documentation of issues, solutions, and preventative measures to support knowledge sharing and future reference.
• Continuous Improvement: Identify opportunities to enhance support processes and implement preventative measures, reducing the frequency and impact of escalations while improving overall system reliability and performance.
• Training and Mentorship: Act as a mentor and knowledge resource for junior team members.
  
  

Requirements

• 5-7 years in IT consulting or a managed services provider environment, with a focus on technical support and customer service.
• Expert-level Microsoft certifications and Cisco CCNA are preferred. CompTIA Network is also highly valued.
• Proficiency in Windows Server, M365, Azure, virtualization technologies (VMware, Hyper-V), networking equipment, and cloud environments.
• Strong analytical skills to diagnose and resolve complex technical issues.
• Excellent verbal and written communication skills, capable of conveying complex technical information to clients and non-technical stakeholders.
• Experience working in a collaborative team environment, with the ability to mentor and guide junior team members.
• A detail-oriented approach with a commitment to finding and implementing long-term solutions rather than quick fixes, maintaining high standards of service and support.
• Ability to manage and prioritize multiple tasks in a dynamic environment, adapting to changing circumstances and expectations.
• Drivers’ license and vehicle required for local travel in the St. Louis region to client sites as needed.
  
  

What ATB Technologies Brings To The Table

• Competitive compensation package, with full employee benefits package.
• An award-winning collaborative, flexible, innovative, and supportive culture – INC 5000 Award Winner, STL Best Places to Work, INC Best Places to Work, MSP 500 Awards.
• Unlimited Vacation Policy, Matching 401k, 8 Paid Holidays.
• Company-paid lunch offered three days per week.
• Employer Paid Employee Health/Dental/Vision Benefits.