Escalation Engineer
Clear Guidance Partners is seeking an experienced MSP engineer who prioritizes customer service, documentation, communication and enjoys helping their teammates wherever needed in a collaborative small business. The ideal candidate has a strong background in Windows server administration, Active Directory, Group Policies, Azure IaaS, and networking.
Who is Clear Guidance Partners?
Clear Guidance Partners, founded in 2019 and based in Austin, TX, provides Managed Services and IT solutions to clients all over Texas and the United States. With our stellar reputation for top-of-the-line service, we are a high-growth company that is looking for team members who are excited to grow with us. We only hire candidates who are passionate about advancing along with the company as we expand and mature. Clear Guidance Partners (CGP) is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, CGP complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotion, termination, layoff, leaves of absence, compensation, and training. CGP expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status.
Our Company Culture
We are a tight-knit group of people who greatly value interpersonal communication despite largely working remotely. We help maintain this personal approach with things like twice-yearly company wide parties at various fun locations, an inter-employee cash rewards system that allows teammates to give kudos to each other for exemplifying our core values, and weekly one-on-ones with leaders to ensure that employees feel heard and supported. We understand that company culture sometimes starts to fade as companies scale, so we are fully committed to maintaining the camaraderie and interpersonal trust that we have enjoyed since we started up in 2019.
Benefits
100% employer-paid individual health, vision, and dental insurance
100% employer funded Health savings account (HSA)
3 weeks starting paid time off + 12 company holidays
401k savings plan
Responsibilities
Work as an escalation point for the Tier 1 and 2 team members, resolving problems and implementing robust and proactive solutions through training of team members and/or automation. You will see tickets pertaining to a wide range of IT disciplines (e.g. DNS, DHCP, wireless, VPN, Windows 10/11, M365 licenses and applications, email, VOIP, printers and scanners, file shares and Windows permissions, firewalls) and should be familiar and comfortable with all of them.
Assist with the on-boarding of new clients, including being the first to learn an unfamiliar environment, creating documentation to bring others along, and helping to identify and address the client’s most pressing issues
Emphasize documentation, ticket hygiene, and clear communication with both clients and co-workers. CGP is a customer service focused business, you will be on the phone talking to end users and emailing them. We have strict rules for clients respecting you and your team, but you will also be working with users in moments of stress, and must be a clear, confident communicator.
Identify areas of automation and implement programmatic solutions alongside the Automation team
Weekly reviews of completed escalated tickets with your team / CIO, emphasizing training, identification, and prevention wherever possible
Perform audits of client environments and organize the data into client-digestible formats
Minimum Understanding Required for this Position
Minimum 2 years’ experience in the MSP industry and familiarity with MSP tools
Active Directory site topology and diagnostics
Able to whiteboard out a high-level company network design from scratch
Ability to quickly map relationships between different systems (i.e. visualize the network/systems/applications in your head and relay to client/teammate/vendor)
Use of advanced troubleshooting tools (examples: Wireshark, ADSI edit, Process Monitor) to troubleshoot efficiently and find the root cause of issues
Proficiency in PowerShell scripting
Working knowledge and ability to distinguish issues within or between each layer of the OSI model
Confidence to troubleshoot unfamiliar tasks and applications without direct oversight, contacting vendors and speaking to clients to fill in gaps where necessary