Universal Data Inc. ยท 1 hour ago
Escalation Engineer
1312 Distributors Row, New Orleans, LA, USA
Full-time
Hybrid
Entry, Mid LevelUniversal Data Inc. is focused on creating racing fans, and they are seeking an Escalation Engineer to support customer issues and enhance client environments. The role involves resolving helpdesk tickets, maintaining documentation, and collaborating with team members to improve service delivery.
ComputerInformation TechnologyNetwork SecuritySoftware
Responsibilities
Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a friendly, quick, and helpful experience
Assist Clients with identifying areas of improvement
Use of Ticketing system to work on and resolve helpdesk tickets & service requests
Managing and recording all work through our ticketing system
Make sure that client documentation is well maintained
Make sure that client inventory remains updated
Complete routine proactive maintenance to better manage client's environments
From time to time the Projects team may need additional resource to help deliver projects assistance
Create and maintain documentation
Escalate tickets that require Project Team support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit timesheets & expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Director of Operations and Clients
Follow the schedule provided by the Service Coordinator
Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
Follow all our security procedures and keeping a vigilant eye for security issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Coordinator, Director of Operations, or CIO
Qualification
Required
Exceptional technical and interpersonal skills
Highly organized and motivated
Ability to form working and trustworthy relationships with end users
Work on and resolve escalated Helpdesk Tickets
Delight Clients with a friendly, quick, and helpful experience
Assist Clients with identifying areas of improvement
Use of Ticketing system to work on and resolve helpdesk tickets & service requests
Managing and recording all work through the ticketing system
Make sure that client documentation is well maintained
Make sure that client inventory remains updated
Complete routine proactive maintenance to better manage client's environments
Create and maintain documentation
Escalate tickets that require Project Team support
Communicate to the client the status of their ticket every step of the way
Submit timesheets & expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Director of Operations and Clients
Follow the schedule provided by the Service Coordinator
Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
Follow all security procedures and keep a vigilant eye for security issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Coordinator, Director of Operations, or CIO
A love (and ability to) solve problems & challenges
Great communication skills, founded in being a good listener
Understanding of support tools, techniques and how technology is used to provide services
Understanding of operating systems, business applications, printing systems and network systems
Diagnosis skills of technical issues related to end-user hardware & software and network devices
Experience and understanding of structured cabling (tidy cable management is a must)
Experience installing and maintaining networking and VoIP equipment
Experience and knowledge of working with Microsoft 365 platform
Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
Experience working with vendors for expedited troubleshooting of hardware and software systems
A deep desire to deliver an amazing client experience
Knowledge of IT applications, software & hardware
The ability to keep up with & adapt to the fast-paced IT work
Preferred
Experience using a ticketing system/RMM tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT certifications
Client experience certifications
Experience working either on a Helpdesk or for a Manage Service Provider (MSP)/IT Support Business
Benefits
Health Insurance Plans as well as other Health Benefits
Incentives for reaching Team and Company goals
Career Development Plan to assist in your professional growth
An easy-going environment and culture
The flexibility to work from home (we run a Hybrid office)
Company provided IT Equipment
Paid Time Off
Dental Insurance
Vision Insurance
Life Insurance
Company
Universal Data Inc.
Founded in 1982, our President, Jim Perrier, knew that our industry would be rapidly evolving.
Founded in 1982
11-50 employees
H1B Sponsorship
Universal Data Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Early StageLeadership Team
Richard Tando
CTO
Alex Battard
Chief Information Officer
Recent News
2022-05-05
Company data provided by crunchbase