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 Ft Lauderdale, FL.  This is NOT an entry level position.  MUST have a minimum of 2 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 infrastructure. + Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint, etc. + Support services for virtualization technologies: VMware, Citrix, and Microsoft. + Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security. + Administer hosted and cloud solutions for customers using technologies that meet their requirements. + Support disaster recovery solutions. + Remote access solution support: VPN, Terminal Services, and Citrix. + Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets. + Document maintenance for all computer systems and network infrastructure. + Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages. Additional Duties and Responsibilities: + Improve customer service, perception, and satisfaction. + Escalate service or project issues that cannot be completed within agreed service levels. + Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals. + Document internal processes and procedures related to duties and responsibilities. + Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry. + Assist with projects as needs dictate and drive completion of deliverables on his/her own as needed. + Also responsible for assisting in the maintenance of the design and integrity of the internal systems, including customer-facing hosted and cloud environments. Knowledge, 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 VCP. + Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care. + Diagnosis skills of technical issues. + Ability to multi-task and adapt to changes quickly. + Technical awareness: an ability to match resources to technical issues appropriately. + Service awareness of all organization’s key IT services for which support is being provided. + Understanding of support tools, techniques, and how technology is used to provide IT services. + Typing skills to ensure quick and accurate entry of service requests. Benefits: + 401K with company match + Company provided mobile phone + Competitive salary based on experience and qualifications + Health, vision, and dental benefits included + Performance-based incentives + Generous bonus levels + Full on the job training & support + Fun working environment and culture + Great opportunity for advancement + PTO + All the Mario Cart, Beyblade, and Dungeons & Dragons you can handle Compensation Range: $50K - $55K, 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. Powered by JazzHR