Job description
We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.
Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.
Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets. And the best is yet to be.
Our achievements speak for themselves: named to the Inc. 2022 Best in Business list, honored with two 2023 Stevie® Awards, listed on CRN’s 2023 Solution Provider 500, and recognized in Gartner’s 2024 Magic Quadrant™. Most recently, we were awarded PAX8’s 2024 Partner of the Year and designated as Microsoft CoPilot MVP. We take pride in these accolades and continue to push boundaries in the IT consulting industry.
Join us and be part of our journey toward even greater accomplishments.
POSITION SUMMARY
Escalation Engineers provide High level technical support to clientele for complex technical issues. Focusing on minimalizing downtime and ensuring consistent quality communication while providing a positive client experience. This position reports to the Escalations Manager. The shift this role is Wednesday–Sunday, 5:00 PM–2:00 AM EST.
RESPONSIBILITIES
- Provide Level 3 support to new and existing clients
- Escalation point for Service desk
- Responsible for managing daily workload to ensure clients issues are addressed in a timely manner
- Responsible for consistently providing accurate service ticket notes and time
- Responsible for ensuring clients are consistently updated on the progress of their issue
- Responsible for creating and maintaining Documentation
- Provide a great client experience
DESIRED SKILLSET/EXPERIENCE
- Technical Support Experience: 5+ Years (Preferred)
- Ability to Create / Maintain NTFS Permissions and Group Policies
- Experience with SAN Devices and Disk Arrays
- Experience with ESXi
- Experience with VMware
- TCP/IP networks to include layers 1-3 routing
- Experience with Microsoft MFA
- Experience with Microsoft Azure
- Experience working with VDI’s
- Experience Troubleshooting Domain Environment / Infrastructure issues
- Experience working with SonicWall and Fortinet devices (Preferred)
- Experience working with HP and Cisco Devices (Preferred)
- Ability to communicate effectively
- Ability to prioritize multiple tasks effectively
- Ability to work independently and in a team environment
Sourcepass participates in the E-Verify program. As required by federal law, employees must complete an Employment Eligibility Verification (Form I-9) upon hire. Through the E-Verify program, Sourcepass will verify the identity and employment eligibility of all individuals hired to work in the United States.Sourcepass is also proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We can’t wait to see what unique perspectives you’ll bring to our team!
