About this role
Escalation-focused IT support engineer providing remote and on-site assistance for MSP clients, including server, virtualization, and networking support.
Key Responsibilities
- Provide remote and on-site IT support for PCs, networking equipment, servers, firewalls, and desktop software
- Serve as escalation point for difficult-to-solve issues
- Monitor the RMM system alerts and respond via service tickets
- Document maintenance for all systems
- Communicate with customers and drive project deliverables
Technical Overview
Stack includes Windows Server, Exchange, SQL, SharePoint, VMware, Citrix, VPN, and remote management tools; emphasizes ITIL processes and disaster recovery.
Ideal Candidate
The ideal candidate is an experienced escalation engineer with 5+ years in MSP environments, proficient in Windows Server, Exchange, SQL, SharePoint, and virtualization (VMware/Citrix), with strong ITIL/process discipline and ServiceNow/Remedy experience.
Must-Have Skills
5-7 years hands on dedicated experience as deskside/Onsite support/local IT engineerStrong Microsoft Operating System installation (Win10 / Win11 / MAC OS X) and troubleshooting skillsStrong Experience in Providing Hands & feet Support for Network and Datacenter Equipment/DevicesFamiliarity of IT-OT systems (SCADAPLCHMI)industrial networkingWindows-based engineering workstationsServiceNow for SLA tracking and ticket managementGood knowledge in handling RF scannersindustry level label printers (Zebraetc)Hands on experience in handling Data center hardwareGood knowledge on VirtualizationNetworkStorage serversbackupsVMsand Cloud technologyStrong Customer service skillsAble to handle unforeseen situationsKnowledge on ITIL Ticketing tools such as ServiceNowRemedyetcand ITIL concepts
Nice-to-Have Skills
Experience with virtualization technologies: VMwareCitrixand MicrosoftITIL certificationExperience with disaster recovery solutions
Tools & Platforms
ServiceNowRemedyVMwareCitrixVPN
Required Skills
Windows ServerExchangeSQLSharePointVMwareCitrixWAN/LAN networkingRoutersFirewallsVPNTerminal ServicesRMM monitoringDocumentation
Hard Skills
Windows ServerExchangeSQLSharePointVMwareCitrixWAN/LAN networkingRoutersFirewallsVPNTerminal ServicesRMM monitoringDocumentation
Soft Skills
Interpersonal skillsCommunicationActive listeningCustomer care
Certifications
Preferred
Microsoft MCPMCSAMCSECitrix CCEA or CCIASonicWall CSSAConnectWise CCPALabTech LTCPCisco CCNAVMware VCP
Keywords for Your Resume
escalation engineerit supportremote supportwindows serverexchangesqlsharepointvmwarecitrixvpnterminal servicesrmmRemedyservice nowitilmspfort lauderdaleit services
Deal Breakers
Must have 5+ years MSP experience, Must be located in Fort Lauderdale area or willing to relocate, Must have ability to work remote/on-site as required
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