Full-Time - Support Escalation Engineer

MSP Experience Required

Onsite - Knoxville, TN

Job Description: We are actively seeking an experienced Escalation Engineer to join our team. This role's main responsibility is to handle technical escalation tickets, prioritize client experience, and ensure timely resolution of issues. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service.

Qualifications & Experience:

10 Years Proven experience in a technical support or 5 Years in an escalation role.

Strong understanding of hardware, networking, and application support.

Excellent problem-solving and analytical skills.

Exceptional communication and interpersonal skills.

Ability to manage client expectations and provide outstanding customer service.

Experience with root cause analysis and preventing recurring issues.

Ability to work independently and as part of a team.

Familiarity with industry trends and best practices in IT service management.

Perks:

Competitive salary and benefits package.

Opportunities for professional growth and development.

Hybrid, OR Remote options

Health, dental, and vision insurance.

401(k) plan with company contribution

Responsible Paid Time Off

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Support Escalation Engineer