Senior IT Escalation Engineer

Location: Mansfield, MA

Type: Full Time

Min. Experience: Experienced

Escalation Engineer:

When was the last time you truly enjoyed going to work? It is an ideal time to join our highly talented and growing team.  We are looking for individuals that have a strong desire to learn as well as outstanding customer service skills. We put great focus on training as well as earning new industry certifications.


About Spade Technology:

Spade Technology is a fifteen year young outsourced IT company based out of Mansfield, Massachusetts.  We have one simple goal: to provide the same kind of IT solutions expected by large-scale corporations to small and mid-sized businesses. How do we do this? We deliver real business value – getting to know your business, implementing best practices, proactively managing your technology, and aligning your technology investment with your business goals to truly boost your bottom line.

We understand the importance of fixing issues quickly, however, we believe it’s more important to prevent those issues from occurring in the first place – and that’s where our proactive approach comes in: we stay proactive and strive to help you think of your IT as a strategic advantage as opposed to another necessary expense


Benefits of Working at Spade Technology:

  • The stability of a fifteen year old company with the growth, excitement, and career potential of a startup
  • Work with cutting edge technology everyday
  • A strong focus on your industry training and certification including company paid for education and exams
  • A team of highly motivated, extremely talented, fun and friendly engineers
  • Competitive salary and benefits
  • A place where ambition, loyalty, and exceptional performance will be noticed and rewarded
  • A clear company vision and mission

Position Summary:

Are you an ambitious, organized, and solution-focused leader?  We are a fast growing IT Support company in need of an experienced Escalation Engineer to join our team in providing exceptional IT services to small and medium-sized businesses throughout Massachusetts, Rhode Island, and Southern New Hampshire.  Our Escalation Engineer is the highest escalation point for customer issues as well as coach and mentor other support staff.  The Escalation Engineer possess a broad range of both technical and business skills, as well excellent oral and written communication skills.


Essential Duties and Responsibilities:

  • Assist the Client Care Center (CCC) is resolving escalated incidents.These will typically be complex server and network issues.
  • Coach and mentor other support staff, particularly new and junior staff to develop skills and improve understanding and adherence to Spade’s standards, processes, and procedures.
  • Work with the CCC manager to identify trends and underlying technology issues impacting tickets per endpoint (TPE) with a goal of streamlining operations and reducing TPE.
  • Collaborate with CCC team and manager to assess process improvement opportunities, maximize the benefit of our tools to improve support operations.
  • Act on behalf of the CCC manager to provide guidance to the team in their absence.
  • Keep manager informed of issues that may impact the organization.
  • Complete special projects as assigned by manager, working cross departmentally as necessary
  • Suggest and discuss potential quarterly DASH and personal goals for members of the support team.
  • Provide backup to the NOC engineer when they are on leave or otherwise unavailable.
  • Provide leadership in tone, actions, and execution.


Technical Requirements:

  • Experience administering Microsoft Windows Server; Active Directory, Group Policy, DNS, DHCP, etc. Install, configure and manage server features and roles.
  • Experience administering Microsoft Exchange (On-Prem and O365) including email account creation/modification, distribution list management, and other Exchange administrative tasks.
  • Advanced network troubleshooting skills.
  • An in-depth understanding of TCP/IP.
  • Hands on experience with virus, spyware, and malware removal.
  • Experience installing and supporting the Microsoft Office Suite.
  • Experience configuring and managing firewalls including implementing and troubleshooting VPNs, RADIUS, etc.SonicWall experience a plus.
  • A good understanding of server virtualization technologies (VMWare, Hyper-V).


Additional Requirements:

  • Proven ability to set and manage client expectations
  • Exceptional customer service and communication skills
  • The ability to work effectively in a fast-paced, team environment
  • Attention to detail, process-oriented and strong desire to learn


Preferred Technical Experience:

  • Experience supporting network and server infrastructures for small to mid-sized businesses
  • SonicWALL Firewalls
  • Business Class Wireless Solutions
  • Microsoft Exchange, including On-Prem and O365
  • Microsoft SQL
  • Backup, Disaster Recovery, and Business Continuity
  • Remote desktop services; Citrix/Microsoft
  • VPN solutions
  • Hyper-V, VMWare
  • Layer-3 Networking



Spade Technology offers excellent compensation and benefits, including competitive salaries commensurate with experience, 401(k), bonuses, profit sharing, and a generous vacation plan.




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