Job Summary
The FTTS (Forward Thinking Technology Solutions) MSP Escalation Engineer role involves configuring, maintaining, and troubleshooting various IT systems and infrastructure, including servers, networks, and applications. The role also involves serving as an escalation point of contact for the MSP technical team. The MSP Escalation Engineer must possess a deep understanding of the client’s business needs and be able to recommend technical solutions that align with those needs. The MSP Escalation Engineer must be able to manage multiple projects simultaneously, work independently, and proactively identify and resolve technical issues.
Responsibilities:
Advanced Issue Resolution:
- Act as an escalation point for complex or unresolved issues that Tier 1 and Tier 2 technicians cannot resolve. This involves diagnosing and solving high-level technical problems.
IT Support and Service Management:
- Manage the IT support queue function to ensure timely resolution of issues and high levels of user satisfaction.
- Collaborate effectively with diverse teams: Work seamlessly with Tier 1 and 2 technicians, developers, and other IT professionals to ensure seamless issue resolution and knowledge sharing.
- Identify and mitigate potential risks: Analyze client environments and proactively recommend preventative measures to safeguard against security vulnerabilities, system outages, and data breaches.
- Optimize system performance: Implement strategies to enhance network efficiency, resource allocation, and overall system health. Advocate for proactive maintenance and upgrades to ensure client systems remain robust and secure.
- Become a trusted advisor: Go beyond just resolving immediate issues. Build long-term relationships with clients by offering strategic guidance, technical insights, and best practices for maximizing their IT investments.
Expertise in Knowledge Base Development:
- Contribute to building and maintaining a comprehensive knowledge base: Clearly document troubleshooting steps, solutions to complex issues, and best practices for future reference.
- Refine and update existing knowledge base entries: Ensure information is accurate, current, and easily searchable for the entire team.
- Develop training materials based on documented solutions: Convert your problem-solving expertise into valuable resources for junior technicians and clients.
Skill Development and Training:
- Identify training needs and opportunities for team members to enhance their skills and knowledge.
- Encourage continuous learning and professional development within the team.
- Develop training based on opportunities observed in service delivery.
- Bridge the gap between technical expertise and client needs: Translate complex technical jargon into clear and concise explanations for clients. Foster open communication and build trust through active listening and empathy.
Sales
- Works closely with the Sales team on client proposals.
Requirements:
- Bachelor’s degree in a technical field or equivalent work experience
- 5+ years of experience in a technical support role
- Strong communication and interpersonal skills
- Deep understanding of IT infrastructure and technical solutions, particularly those related to MSPs.
- Ability to manage multiple projects simultaneously and work independently.
- Strong problem-solving skills and ability to think critically.
- Ability to work effectively with both technical and non-technical stakeholders.
- Experience in the managed services industry is a plus.
The MSP Escalation Engineer is a crucial role that requires strong technical skills and excellent customer service skills. The ideal candidate must be able to work well under pressure, manage multiple priorities, and possess excellent communication and interpersonal skills. If you are passionate about technology and customer service and want to work in a dynamic, fast-paced environment, then this may be the perfect role for you.
