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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Escalation Engineer - **Company:** Universal Data, Inc. - **Location:** New Orleans, LA, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Applications, VoIP, Business Software, Issue Tracking Systems, Networking Hardware, Software Systems, Computer Networking Systems - **Published:** June 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8c30e86a5a687f1d ## About the Role Do you have experience in Telecommunications network cable installation?, The ideal candidate for the Escalation Engineer position will possess exceptional technical and interpersonal skills, be highly organized and motivated, and able to form working and trustworthy relationships with our end users. This position will present you with new and interesting challenges that will test you technical abilities as well as your problem-solving skills. When help is needed, the Escalation Engineer will be able to turn to the Service Coordinator, other team members, or the Director of Operations for additional guidance and support., * A love of (and ability to) solve problems and challenges * Great communication skills, founded in being a good listener * Understanding of support tools, techniques and how technology is used to provide srvices * Understanding of operating systems, business applications, printing systems and network systems * Diagnosis skill of technical issues related of end-user hardwaresoftware and network devices * Experience and understanding of structured cabling (tidy cable management is a must) * Experience installing and maintaining networking and VoIP equipment * Experience and knowledge of working with the Microsoft 365 Platform * Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc) * Experience working with vendors for expedited troubleshooting of hardware and software systems * A deep desire to deliver an amazing Client Experience * Knowledge of IT Applications, SoftwareHardware * The ability to keep up withadapt to the fast-paced IT world Nice to Have * Experience using a Ticketing system / RMM Tool and PSA software * Experience providing support via remote tools * Experience handling Technical Service Tickets * Professional IT Certifications * Client Experience Certifications * Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business ## Description The Escalation Engineer handles day to day support of customer issues, serving as an escalation point, and assists in managing our contract client environments. Our business works with different organizations in various industries. As an Escalation Engineer, it is important that you can work with different technologies while being able to identify solutions that will improve our client's environment., * Work on and resolve escalated Helpdesk Tickets * Delight our Clients with a friendly, quick, and helpful experience * Assist Clients with identifying areas of improvement Use of our Ticketing System * Use our Ticketing System to work on and resolve Helpdesk TicketsService Requests * Managing and recording all work through our Ticketing System * Make sure that Client Documentation is well maintained * Make sure that Client Inventory remains updated * Complete routine Proactive maintenance to better manage client's environments Project Work * From time to time the projects team may need additional resource to help deliver projects assistance Communication, ReportingRisk * Create and maintain documentation * Escalate tickets that require Project Team support * Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue * Submit TimesheetsExpense reports as indicated on their SOPs * Identify, Communicate and Mitigate potential risks to the Director of Operations and Clients Team Work * Follow the schedule provided by the Service Coordinator * Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks * Follow all our Security Procedures and keeping a vigilant eye for security issues * Identify opportunities for improvement and make constructive suggestions for change * Contribute to the process of innovative change effectively * Undertake other duties as required by the Service Coordinator, Director of Operations or CIO, * Health Insurance Plans as well as other health benefits * Incentives for reaching Team and Company Goals * Career Development Plan to assist in your professional growth * An easy-going environment and culture * The flexibility to work from home (we run a Hybrid office) * Company provided IT Equipment ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Rethinking Intelligence: AI, Accessibility, and the Future of Inclusive Work - Artur Ortega](https://www.wearedevelopers.com/videos/1377-rethinking-intelligence-ai-accessibility-and-the-future-of-inclusive-work-artur-ortega) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)