Job Opening: Escalation Engineer
Company: TechPio Services LLP
Location: Mohali
Type: Full-Time
About Us
TechPio Services LLP is expanding its operations and is seeking a highly skilled and motivated Escalation Engineer to join our dynamic Service Delivery Team. We pride ourselves on delivering exceptional service and technical excellence to our customers. If you are passionate about problem-solving, customer satisfaction, and working in a collaborative environment, we want to hear from you!
Job Description
Duties and Responsibilities
• Be Fanatically Awesome All the Time!: Maintain a positive and enthusiastic attitude in all interactions.
• Customer Advocacy: Actively advocate for customer satisfaction and ensure their needs are met.
• Technical Excellence: Provide expert support for systems, software, and hardware.
• Documentation: Document and update internal Knowledge Bases, Standard Operating Procedures (SOPs), and Wikis.
• Problem Solving: Ask educated questions, listen to customers, and determine the root cause of issues.
• Empower Customers: Guide customers through the problem-solving process, empowering them to resolve future issues independently.
• Training: Participate in the training and onboarding of incoming staff members.
• Reporting: Identify and report significant and recurring issues to relevant stakeholders.
• On-Call Rotation: Participate in the After Hours Escalation on-call rotation to provide support during non-business hours.
Requirements and Qualifications
• Experience: Proven experience as a senior technical engineer, preferably in a Managed Service Provider (MSP) environment.
• Technical Skills:
• Ability to diagnose and resolve advanced technical issues.
• Advanced skills in managing Active Directory Domain environments.
• Proficient in networking for both on-premise and cloud-based networks.
• A minimum of 5+ years of experience in support and engineering of Windows on-premise and cloud environments.
• Certifications: Current Microsoft, Azure, or cloud computing certifications, or equivalent. CCNA certification is a plus.
• Communication: Excellent communication skills, both verbal and written.
• Attention to Detail: Keen attention to detail, memory for patterns, and a strong interest in problem-solving.
• Core Values: Consistently demonstrate the Techpio Services LLP Core Values and meet standard performance metrics.