ClearFuze - Service Desk Engineer, Escalations

Welcome to ClearFuze, where we pride ourselves on delivering top-notch IT services to our clients. As a Managed Service Provider (MSP), we're dedicated to supporting all kinds of businesses in the Southwest and beyond , ensuring their IT infrastructure runs smoothly so they can focus on what they do best. Join our team and embark on an exciting journey where you'll learn and grow alongside talented professionals in the ever-evolving world of technology.

Position Overview: Are you passionate about technology and eager to take your IT career to the next level? We're seeking an enthusiastic Service Desk Engineer, Escalations to join our dynamic team. In this role, you'll be a next-tier point of contact for our clients needing more advanced support, providing exceptional technical insights and troubleshooting assistance. You'll have the opportunity to work with various technologies, hone your skills, and make a meaningful impact by helping our clients overcome their IT challenges.

LOGISTICS:

• You will be required to work in the Santa Monica office until you are fully trained, approximately the first 3-6 months of your tenure. After training, the role goes hybrid, with 2-3 days per week required in the office.
• Must have your own transportation (gas reimbursed) for covering 25 mile radius for driving to clients from office location. On-site tickets are as needed and scheduled throughout the week. Majority of tickets (70%) are handled virtually.
• Work hours: Monday to Friday, plus one week on-call for emergency tickets every 2 months (after training).

Key Responsibilities:

• Troubleshoot escalated technical issues.
• Collaborate with customers and internal teams to resolve complex network, system, and application issues.
• Lead high-priority incident resolution.
• Perform root cause analysis and propose long-term solutions.
• Mentor junior engineers.
• Maintain clear communication with clients during escalations.
• Update internal documentation for technical processes.

Requirements

• 8+ years of IT experience, with MSP environment exposure.
• Strong passion for technology and a desire to learn and grow in the IT field.
• Expertise in Windows Server, Active Directory, Office 365, networking, and virtualization (VMware, Hyper-V).
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.
• Hands-on experience with firewalls, VPNs, and RMM tools.
• Familiarity with ticketing systems like ConnectWise or Autotask.

Why Join Us:

• Opportunity for career growth and advancement
• Collaborative and supportive work environment where your contributions are valued.
• Ongoing training and professional development opportunities to enhance your skills.
• Competitive compensation package with benefits including health insurance and retirement savings plan.
• Exciting projects and challenges that will keep you engaged and motivated.
• Fun company culture with team events, social gatherings, and more.

Benefits

• HEALTH INSURANCE
• PTO
• PAID HOLIDAYS
• ANNUAL BONUSES
• MATCHING 401K