Senior Escalation EUC Engineer
17 days ago
Minneapolis
Job Description ABOUT US: We are a Twin Cities-based Technology and IT Consulting firm focused on delivering high impact solutions for complex IT initiatives for over 30 years. Our full-service organization offers support, from service desk and managed services to security, as well as management and IT consulting. POSITION SUMMARY: The End User Computing (EUC) Engineer plays a crucial role in managing the product life cycle of service-raised incidents and service requests. Participates in "On Call" rotation to take after hour escalated calls, tickets and/or projects. This position is onsite daily and requires frequent travel to client/customer locations. CORE RESPONSIBILITIES: • Device Deployment Specialist:, • Expertly deploy and configure end-user devices, both onsite and remotely, ensuring they are set up efficiently to meet user requirements., • Software Guru:, • Manage software deployments, upgrades, and troubleshooting to maintain optimal performance and compliance with organizational standards., • User Support Champion:, • Provide Level 2 technical support for hardware and software issues, resolving incidents promptly to minimize downtime and optimize user productivity., • Request Management Maestro:, • Efficiently manage and fulfill user requests related to devices, software, and access permissions, ensuring timely and accurate delivery of services., • Onsite Support Specialist:, • Offer onsite support for critical incidents and technical issues, providing hands-on assistance to resolve complex problems efficiently., • Incident Resolution Leader:, • Demonstrate strong attention to detail, • Exceptional communication skills, • Commitment to customer service excellence, • Exhibit flexibility, adaptability, and a proactive approach to problem-solving Welcome to the team, where accountability meets excellence! Your success is measured by these key metrics: • SLA Compliance (Resolve and Response): Maintain at least 85% compliance for priority levels P1 through P5 incidents., • CSAT (Customer Satisfaction): Maintain a CSAT score of 4.6 or higher, reflecting user satisfaction with Level 2 and onsite support services. QUALIFICATIONS/EXPERIENCE/EDUCATION: • BSc/BA in IT, Computer Science, or a relevant field, • 3+ years relevant experience, • Possess a track record of professional growth and success in the IT field, • Hold certifications in Microsoft Windows Server, Windows Desktop, Azure, Cisco Meraki, CompTIA A+, Network+, and Security+, or a willingness to obtain them, • Proficiency in English (fluency in other languages a plus), • 5+ years remote and onsite IT end user and customer support experience, • Provide support and lend expertise to the team, • Handling escalations and provide real time support to other agents, • A+, Security+, Network+ required, • Apple/Google/MS Certified required, • Ability to observe details on a computer monitor, • Constant operation of a computer and other office equipment such as copiers, mobile devices, etc., • Communicate effectively over phone and through electronic messaging, • Extended periods of being stationary at desk, • Moving and positioning throughout the office to retrieve equipment throughout the day, • Frequent lifting and moving equipment weighing up to 55 pounds, • Recycle environment exposure to dust, • Ergonomic Hazards- IT workers may face ergonomic issues due to prolonged computer use, • Chemical Hazards- IT environments may involve chemicals (e.g., cleaning products, fluids), • Electrical Hazards- Exposure to live wires, faulty equipment, or electrical shocks can occur, • Physical Hazards- Tripping over cables, lifting heavy equipment, or working in confined spaces pose risks COMPENSATION AND BENEFITS: • Competitive salary, • Discretionary bonuses, • Benefit package offers: Medical, HSA, Dental, Vision, Accident, Hospital, Critical Illness plus company paid Life Insurance, Long/Short Term Disability, and Contribution to 401k, • PTO accrual plus 9 paid holidays, • Access to onsite fitness center with full locker rooms at no cost to employee, • Employee-only walking path, • Onsite cafeteria, • Team events and socials, • Long-term career opportunities Impact Technology Group is an Equal Opportunity Employer and prohibits discrimination based on a protected class, including race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.