1825 IT & Software Developer jobs in the US
Escalation Engineer - Support Specialist
$70,000 - 90,000
Simple Route
Highpoint Center 106, Colchester
$70,000 - 90,000
Requirements
Must:
- Advanced technical expertise in MSP tools (Datto RMM, Autotask, ITGlue, Datto AV/EDR, Veeam) with complex troubleshooting abilities.
- At least 4 years of experience in a Managed Service Provider (MSP) environment, familiar with proactive service delivery standards (e.g., TruMethods).
- Strong analytical skills to diagnose and resolve intricate technical issues effectively.
- Experience in networking (Active Directory, DHCP, DNS, firewalls), virtualization (Hyper-V, VMware), and cloud services (Microsoft 365).
- Excellent documentation skills to clearly detail resolutions and contribute to process enhancements.
- Outstanding communication abilities to explain complex issues to both clients and team members.
- Commitment to reducing escalations through proactive and comprehensive problem-solving.
- Capacity to mentor junior staff and collaborate across various departments.
- Reliable transportation for occasional on-site visits.
- Passing of a personal background check prior to employment.
Responsibilities
- Diagnose and resolve escalated technical issues (e.g., network outages, security concerns, application failures) using tools such as Datto RMM, Datto AV/EDR, and Autotask while ensuring timely resolution with minimal disruption.
- Manage escalations to the Professional Services team by thoroughly addressing issues and only escalating in cases of complex changes or very intricate challenges.
- Maintain precise and comprehensive records of issue resolutions, root cause analyses, and updated Standard Operating Procedures (SOPs) in ITGlue to support team knowledge sharing and prevent recurrence of issues.
- Utilize Datto RMM and RapidFireTools for proactive monitoring of client environments, identifying potential problems early and suggesting preventive measures.
- Analyze escalation trends to pinpoint root causes, recommending automation (e.g., via Rewst) or process improvements to reduce ticket volume and bolster efficiency.
- Provide guidance to Support Engineers on complex tickets, sharing expertise to enhance team competence, and collaborate with Centralized Services and virtual Chief Information Officers (vCIOs) to align solutions with client objectives.
- Optimize the use of our toolset (Kaseya suite, Rewst, AutoElevate, Veeam) to ensure configurations and integrations facilitate rapid issue resolution.
- Log all activities accurately in Autotask PSA to maintain visibility into issue impacts and support data-driven service upgrades.
- Communicate with clients during escalations professionally and empathetically, providing clear updates on issue statuses and resolution plans.
- Stay abreast of Managed Service Provider (MSP) tools, TruMethods best practices, and industry advancements to deliver informed solutions and recommendations.
- Perform additional tasks as assigned by management.
Description
We at simpleroute, founded in 2009 in South Burlington, are a Vermont-based Managed Service Provider dedicated to delivering exceptional IT services. Our success hinges on our ability to understand our clients, anticipate their needs, and foster a collaborative and enjoyable workplace. We provide robust growth opportunities for our team members through education and practical projects. Our comprehensive benefits package includes 10 paid holidays, up to 4 weeks of PTO with seniority, health, dental, and vision insurance, a 401(k) program with matching, and opportunities for professional development, ensuring a supportive and flexible work environment.
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You can find System Engineer salaries in the United States here.
How many System Engineer jobs are in the United States?
Currently, there are 1825 System openings. Check also: Linux jobs, Windows jobs, Network jobs - all with salary brackets.
Is the US a good place for System Engineers?
The US is one of the best countries to work as a System Engineer. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for System Engineer jobs in the United States?
Fort44 Inc., Neptronic, Damotech, Levven Electronics Ltd., DataAnnotation, Occam Solutions, Provista Software Corporation among others, are currently hiring for System roles in the United States.
The company with most openings is Jobot as they are hiring for 182 different System Engineer jobs in the United States. They are probably quite committed to find good System Engineers.
The company with most openings is Jobot as they are hiring for 182 different System Engineer jobs in the United States. They are probably quite committed to find good System Engineers.