- Full time
- Act as an escalation point for complex or unresolved issues that Tier 1 and Tier 2 technicians cannot resolve. This involves diagnosing and solving highlevel technical problems.
- 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 longterm relationships with clients by offering strategic guidance, technical insights, and best practices for maximizing their IT investments.
- 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 problemsolving expertise into valuable resources for junior technicians and clients.
- 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.
- 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 problemsolving skills and ability to think critically.
- Ability to work effectively with both technical and nontechnical stakeholders.
- Experience in the managed services industry is a plus.
-
Service Coordinator
2 weeks ago
St. Luke's University Health Network Bethlehem, United StatesSt. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset Individually and together, our employees are dedicated to satisfying the mission_ of our organization which is an unwavering commitment to excell ...
-
Remote Operator I
3 weeks ago
Messer North America, Inc. Bethlehem, United States**Job Summary**: · Be part of the team at Messer that is responsible for the safe, reliable, and efficient operation of our air separation plant fleet from our central control room located in Bethlehem, PA. The Remote Operator 1 is responsible for the operation of approximately 6 ...
-
Planning Analyst
1 week ago
Volvo Group Macungie, United StatesTransport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfec ...
-
Network Support Specialist
2 weeks ago
Pencor Services Palmerton, United States**Company**: PenTeleData · **WFH 3-Day Flex Shift**: 11PM-7AM (includes weekends and other hours as needed for coverage) · **_ · Pencor and its subsidiaries are Equal Opportunity Employers_** · - **This position will primarily be a 3rd shift position. Hours typically 11PM-7AM. Da ...
-
Generator Repair Technician
2 weeks ago
P3 Generator Services Phillipsburg, United StatesFast growing and expanding generator service company seeks a professional and experienced generator maintenance engineer that has an interest in being an integral part of a growing team and has a commitment to exceeding customer expectations. · Customer relationship is the missio ...
-
Manager, Repair Field Operations
6 days ago
Otis Worldwide Allentown, United StatesDate Posted: · Country: · United States of America · Location: · OT301: NPC - Allentown, PA 7355 William Avenue, Allentown, PA, 18106 USA · Otis Elevator Company is searching for a highly motivated Manager, Repair Field Operations to drive productivity and the performance of repa ...
-
Lab Instrument Technical Administrator
1 week ago
PerkinElmer Collegeville, United States**Responsibilities**: · - Responsible for the administration of the computerized Maintenance Management System (CMMS), ensuring the update and closure of workorders to meet agreed contractual metrics. · - Work in conjunction with Third-party contractors to maintain full complianc ...
-
Technician Fiber Installation
1 week ago
Prince Telecom Reading, United StatesOverview: · **PAID TRAINING, WEEKLY PAYS** · **At Prince Telecom we are proud of our installation technicians and operational support teams who meet our strict pre-employment and on-going safety and quality control criteria; we reward their outstanding performance with competitiv ...
-
Technical Project Manager
2 weeks ago
Sharp Corporation Allentown, United StatesManages Technical Services, Serialization, Information Technology, and other related projects in support of Sharp Packaging Solutions. This includes the coordination of project requirements among all internal company functional areas and communication of project status to Technic ...
-
Maintenance and Reliability Supervisor
1 week ago
BlueTriton Brands Allentown, United StatesBlueTriton is a leading provider of spring and purified water products - the name behind your favorite bottled water brands. We are proud to offer an extensive portfolio of highly recognizable, responsibly sourced, and sustainably packaged spring water in addition to other qualit ...
-
Test Technician
1 week ago
Advantest America Allentown, United StatesJob Description: · Responsible for conducting tests, debugging, and resolving issues in Printed Circuit Board Assemblies, including those related to individual components. This position assists in production operations by ensuring that products are tested thoroughly and consiste ...
-
Field Services Engineer
2 weeks ago
eTeam Allentown, United StatesRequired Skillsets Schedule engineers to travel to remote sites. FS tech escalation point of contact. Implement and administer the Starter and Leaver Process ie issue / return of laptps, desktops, peripherals, Printers, docking stations, while working with Asset management team t ...
-
Project Manager I
6 days ago
HNTB Allentown, United StatesWhat We're Looking For · At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. Wi ...
-
Project Manager I
1 hour ago
HNTB Allentown, United StatesWhat We're Looking For · At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. Wi ...
-
Project Cost Controller
2 weeks ago
Air Products Allentown, United StatesAt Air Products, our purpose is to bring people together to reimagine what's possible, collaborate and innovate solutions to the world's most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safes ...
-
Air Products Allentown, United StatesAt Air Products, our purpose is to bring people together to reimagine what's possible, collaborate and innovate solutions to the world's most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safes ...
-
Territory Sales Manager
1 week ago
Custom Fabricating & Supplies (CFS) Allentown, United StatesThe primary goal of the Territory Sales Manager is to perform the duties of an outside sales representative for an assigned territory. This will involve extensive travel, cold calling, lead generation, networking, providing solutions, and communicating effectively with internal s ...
-
Strategic Account Service Manager
3 weeks ago
Thermo Fisher Scientific Allentown, United States**Job Description** · **Job Description** · As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world ...
-
Executive User Support Specialist
3 weeks ago
PPL Allentown, United StatesCompany Summary Statement · As one of the largest investor-owned utility companies in the United States, PPL Corporation (NYSE: PPL), is committed to creating long-term, sustainable value for our 3.5 million customers, our shareowners and the communities we serve. Our high-perfor ...
-
Manufacturing Development Program
2 weeks ago
Niagara Bottling Allentown, United StatesAt Niagara, we're looking for Team Members who want to be part of achieving our mission to provide our customers the highest quality most affordable bottled water.Consider applying here, if you want to: Work in an entrepreneurial and dynamic environment with a chance to make an i ...
MSP Escalation Engineer - Allentown, United States - Forward Thinking Technology Solutions, LLC
Description
Forward Thinking Technology SolutionsMSP Escalation Engineer
Allentown, PA
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 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.
ResponsibilitiesAdvanced Issue Resolution:
IT Support and Service Management:
Expertise in Knowledge Base Development:
Skill Development and Training:
Works closely with the Sales team on client proposals.
Requirements:
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.
#J-18808-Ljbffr