Homefield IT
Escalation Technician
Remote role where the employee must remain based in a particular country.
United States only
Found 6h ago
First listed today.
Salary
Not stated
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Other
This employer didn't state pay. Jobs like this usually pay around $80k–$155k a year, a typical range taken from 407 mid-level other roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "New York, NY, United States, New York, NY, us, Remote"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
Homefield IT provides exceptional enterprise-grade technology solutions to businesses of all sizes that take IT seriously. Through the strategic alignment of business objectives and technology – we help organizations achieve tangible success and growth at the speed of change. Our custom solutions are designed to help companies thrive in today’s competitive landscape while preparing them to dominate tomorrow. When efficiency and productivity meet premier IT support and world-class customer service – your firm gets its Homefield advantage.
The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible for the day-to-day end user support for all our clients. This includes (but is not limited to) support of client hardware, line of business applications, network health, and business continuity. Our main goal is to provide best-in-class customer service to our clients. As the Escalation technician, you will have crucial involvement in these overall responsibilities of the Service team.
Escalation Technicians Job Responsibilities
• Field incoming escalated requests from end users via both telephone and e-mail in a courteous manner.
• Document in our ticketing system all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within our ticketing system and where appropriate our knowledgebase system.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Perform post-resolution follow-ups to help requests.
• At least three years of experience in Windows Server administration such as Active Directory, and Remote Desktop Services
• Experience with networking including switches, wireless networks, VPNm DNS, DHCP, VLANs
• Must have previous MSP experience
• Focus on customer service - We are passionate about going above and beyond to provide our customers with excellent service. We expect you to be of the same mindset.
• Demonstrated history of job stability – We invest a lot in our employees. We are looking for candidates who want a career, not a short-term gig.
• Accountability – You are reliable and take responsibility for the tasks assigned to you.
• Excellent written and oral communication skills.
• Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs
Experience/Skills Required
• TCP/IP networking stack, switches, routers and firewalls • Peripheral devices, including network printers, scanners, etc.
• Anti-Virus and malware protection solutions
• Microsoft Office 365
• Windows Server 2008/2012/2016
• Cloud computing infrastructure
Requirements
- ·• Flexibility to work evenings, nights, and weekends - On occasion, we do require work outside of our standard business hours to accommodate client needs
- ·Experience/Skills Required
- ·• TCP/IP networking stack, switches, routers and firewalls • Peripheral devices, including network printers, scanners, etc.
- ·• Anti-Virus and malware protection solutions
- ·• Microsoft Office 365
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Homefield IT, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 6h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open other roles with comparable remote rules.
Free to apply, no account needed.
Typically $80k–$155k · You'll be taken to the employer's careers page.