Location: Bakersfield, CA Department: Service Department
Our Story Simplified:
Diamond IT is a progressive business technology company with an emphasis on strategic client solutions, not selling products. We value hard work, listening to and understanding our clients’ needs, and going the extra mile to make sure that problems are solved or prevented. We are a community-oriented company that fosters a strong work ethic, values family, and is active in our community.
Summary:
The Service Escalations Specialist will play a crucial role in managing and resolving escalated service issues, ensuring timely and effective solutions for clients. This position requires a combination of technical expertise, strong problem-solving skills, and excellent communication abilities to address and resolve complex service-related challenges. Service Escalations is expected to troubleshoot and resolve high-level technical problems that arise unexpectedly in a client’s infrastructure whether the request comes from an end-user, a system alert, or from internal notification. A successful Service Escalation Specialist exemplifies the Diamond IT Core Values by leveraging strong thought leadership, exceptional communication, and follow-through that is beyond reproach. The Service Escalation Specialist is held to the highest level of accountability and that is measured by utilization, SLA success, and timely ticket closures, among other metrics.
Primary Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The desired requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Embody the Diamond IT Core Values and drive the company Purpose.
- Act as service escalation point for Tier 1 and Tier 2 technicians.
- Provide remote and collaborative support to clients for escalated service ticket resolution.
- Evaluates and troubleshoots all service requests received from users regarding issues related to their workstations, laptops, networks, systems, peripherals, or handheld devices.
- Troubleshoots issues with software and third-party applications.
- Ensure thorough, precise, and comprehensive system documentation.
- Offer flexible assistance, including after-hours support, for enhanced client satisfaction.
- Deliver advanced technical support for Microsoft applications, M365, Azure, and network appliances.
- Display basic knowledge of scripting languages and automation principles.
- Determine when to escalate an issue or recommend onsite presence for further advanced response/resolution process.
- Follow established procedures to ensure that incidents are resolved within agreed-upon service level agreements.
- Inform management of recurring problems or clients at risk.
- Document internal processes and procedures related to duties and responsibilities.
- Support Project Team, as needed.
- Ensure prompt and professional communication and promote the same positive behavior within your team.
- Engage with other departments to guarantee seamless integration and consistent service delivery.
- Attend client meetings, as needed.
- Keep personal knowledge of technology trends up to date.
- Participate in scheduled huddles/meetings and contribute to organizational metrics (KPIs).
- Identify and pursue opportunities for continuous improvement as it relates to career objectives.
Education & Required Skills:
- No less than 5 years of prior work experience in the IT field.
- No less than 3 years of experience working for a Managed Services Provider.
- Professional IT Certifications, such as: Microsoft, Cisco, VMware, and any others that prove a considerable desire to learn and grow.
- Advanced knowledge of Windows operating systems (7/8/10 and Server 2012, 2016, and beyond), Microsoft Office (2016+/365).
- Familiarity with Azure Active Directory.
- Advanced networking knowledge (DNS, switches, firewalls, VPN, etc.).
- Advanced understanding of operating systems, business applications, printing systems, and network systems.
- Ability to analyze and solve problems efficiently with customer service and company profitability in mind.
- Handle all information in a confidential and professional manner.
- Ability to multi-task and adapt to changes quickly.
- Excellent communications skills and active listening skills.
- Ability to function within and contribute to a positive, team-oriented environment.
- Experience with standard MSP tools (ConnectWise, Autotask, BrightGuage, IT Glue, RMM)
Compensation & Incentives:
- $65 – $75K Total Comp
- Employee appreciation program
- Medical, dental, vision, 401K matching, PTO
- Career growth opportunities
- Unsurpassed culture
- And much more
All statements in this document are intended to describe the general nature and level of work expected to be performed by people assigned to this job. Other duties may be assigned as needed.