Nadel · 17 hours ago
IT Escalation Engineer
Culver City, CA
Full-time
Onsite
Mid Level
$75K/yr - $90K/yr
3+ years expNadel is a global leader in targeted, high-impact branded merchandise. The IT Escalation Engineer will manage escalated tickets from the Service Desk, resolve technical issues, and support employee onboarding and offboarding processes.
AdvertisingCRMMarketing
Responsibilities
Manage and resolve escalated IT tickets that come from the Service Desk
Document and maintain accurate records of all escalated tickets
Analyze and troubleshoot complex, system, network, and software issues
Ensure timely and accurate resolution of all escalated tickets
Troubleshoot technical issues related to AV, Windows, Apple, network, Wi-Fi, DHCP, AAD, AD, printers, Fortinet, Barracuda, MDM such as Intune and JAMF, Azure, and other IT-related tasks
Provide Tier-2 and Tier-3 support for end-users
Communicate effectively with non-technical users to explain solutions
Ensure timely updates to stakeholders on issue resolution progress
Work collaboratively with other teams such as SOC, NOC, Infrastructure, Cloud, and more to resolve issues
Ensure adherence to company policies, procedures and standards
Analyze escalation trends to identify gaps in tools, processes, or training
Recommend and implement improvements to reduce escalation frequency
Stay up-to-date with emerging technologies and industry trends
Qualification
Required
Bachelor's degree with an emphasis in Computer Science, Computer Information Systems, or similar discipline, or equivalent combination of education and experience
Minimum of 3 years of experience in IT support, with a focus on escalation management and technical support
Strong knowledge and experience with AV, Windows, Apple, network, Wi-Fi, DHCP, AAD, AD, printers, Fortinet, Barracuda, MDM such as Intune and JAMF, Azure, and other IT-related tasks
Excellent communication and interpersonal skills
Ability to work under pressure in a fast-paced environment
Strong analytical and problem-solving skills
Ability to work independently and collaboratively as part of a team
Willingness to learn and adapt to new technologies
Preferred
Certifications such as Okta, JAMF, CCNA, and CompTIA are a plus
Company
Nadel
Our tight-knit global team of experts deeply understands all aspects of branded merchandise creation—from ideation to delivery.
201-500 employees
H1B Sponsorship
Nadel 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
2020 (2)
Funding
Current Stage
Growth StageLeadership Team
Craig Reese
Partner/Senior Vice President
David Falato
Partner/SVP/Director
Recent News
2023-12-22
Company data provided by crunchbase