Escalations Engineer

Location: Phoenix, Arizona, United States

Salary: $70,000–$95,000 per year

Company

hirify.global provides managed IT services and support for client environments.

What you will do

• Serve as the ultimate escalation point for complex server, network, software, hardware, printer, and infrastructure-alert issues.
• Diagnose and resolve advanced technical problems across clients’ full IT environments in coordination with customers and external vendors.
• Manage assigned work in the enterprise ticketing platform and follow incidents through complete resolution.
• Configure user profiles and email accounts when initial setups fail.
• Document resolutions, escalation notes, emerging issues, and knowledge for Tier 2 staff in IT Glue.
• Monitor backup systems, coordinate data recovery, provide remote troubleshooting by phone or web, and deliver root cause analysis when required.

Requirements

• At least five years of experience in IT support environments, including hands-on Tier 3 and Tier 4 responsibilities.
• At least two years of experience in a managed services provider environment.
• Strong knowledge of Microsoft enterprise technologies, Azure, Windows 7, Windows 8, and Microsoft software.
• Relevant certifications such as MCSE, MCITP, CISP, CCNA, CCNP, CompTIA A+, or Network+.
• Strong analytical judgment, systems assessment skills, broad technical knowledge, and excellent client-care abilities.
• Visa sponsorship is not available.

Culture & Benefits

• Contract-to-hire arrangement.
• Full benefits.
• Support is delivered through phone, web, and remote-access tools.