Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX & HI With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.
At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.
Position
We are seeking a MSP Escalations Engineer for our office in Beaverton, OR.
The Tier III Help Desk Technician is the last line of technical support for server and network escalations for our clients. As a Tier III staff member, you are the final point of escalation for the help desk. You will be interacting with clients and third-party vendors to resolve highly technical issues involving all aspects of our client's IT environment. You should be able to demonstrate exceptional critical thinking, systems analysis, and breadth of technology capabilities along with excellent customer service skills.
Essential Job Duties
- Work within the enterprise ticketing system
- Manage personal workflow to ensure efficient operations
- Conscientious documentation of all activities
- Troubleshoot advanced software, hardware, and network issues.
- Setup new user and email accounts that did not succeed
- Troubleshoot advanced printer and Software issues on Client PCs
- Troubleshoot advanced networking issues
- Troubleshoot Server down issues
- Troubleshoot Hardware/server alerts from Infrastructure
- Document Resolution steps for closed tickets and notes for escalations
- Document new issues for Tier 2 in IT glue
- Monitor Backup systems and work with a backup team to restore customer data as needed
- Escalate to Tier four as needed, continue to track and follow up on the issue until resolved
- Work issues to resolution
- Mentor Tier 1 & 2
- Aid in training Tier 1 & 2
- Provide technical support over the phone or Web to end-users
- Use remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issues
- Work with TAM/Sales as needed to resolve issues
- Provide root cause analysis as needed
Qualifications
- 5+ years of MSP experience and 7+ years of IT experience
- Associate’s or Bachelor’s degree
- MCSE (or MCITP)
- CISP/CCNA/CCNP
- Network+ or A+ Certifications.
- Knowledge and hands-on experience providing technical support to users using Windows 7, Windows 8, and other mainstream Microsoft applications
Benefits
- Advancement and growth into leadership roles
- Team-player environment
- Medical/Dental/Vision/Life insurance plans
- Matched 401k
- PTO, Vacation, Sick Leave
- FSA Program
Our Commitment to Diversity and Inclusion
Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.
#LI-Onsite
Skills Required
- 5+ years of MSP experience and 7+ years of IT experience
- Associate's or Bachelor's degree
- MCSE or MCITP certification
- CISP, CCNA, or CCNP certification
- Network+ or A+ certification
- Knowledge and hands-on experience supporting Windows 7, Windows 8, and mainstream Microsoft applications
Pacific Office Automation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Pacific Office Automation and has not been reviewed or approved by Pacific Office Automation.
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Healthcare Strength — Health insurance is considered comprehensive with multiple plan options and comparatively low costs. Medical, dental, and vision coverage are described as a strong part of the package.
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Retirement Support — The 401(k) match is characterized as strong, with some indications of additional employer contributions tied to goals. Retirement offerings are positioned as competitive relative to common mid‑market packages.
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Strong & Reliable Incentives — Sales incentives can deliver high earnings for strong performers. Upside in quota‑carrying roles is highlighted as a meaningful component of total compensation.
Pacific Office Automation Insights
What We Do
At Pacific Office Automation (POA), we take pride in being a privately held office technology and managed services provider headquartered in Beaverton, Oregon. Since our founding in 1976 by Terry Newsom, we have grown from a small photocopier business into the largest independent office equipment dealer in the United States. Today, we generate approximately $491 million in annual revenue and serve over 40,000 businesses across the western U.S. with a team of about 1,400 employees across 30+ regional offices in Oregon, Washington, California, Utah, Colorado, Arizona, Texas, Nevada, New Mexico, and Idaho. At our core, we offer a broad array of services focused on streamlining workplace operations. These include the sales and leasing of office equipment such as multifunction printers, copiers, fax machines, VoIP phone systems, and mailing equipment. We proudly partner with industry-leading hardware brands including Canon, Ricoh, Konica Minolta, Sharp, HP, and Lexmark to deliver customized solutions to our clients. Our Managed Print Services (MPS) form a cornerstone of our business, allowing customers to outsource print operations for greater efficiency, supply monitoring, device maintenance, and overall workflow optimization. Beyond print services, we have expanded into managed IT services and unified communications. We offer cloud-managed infrastructure, cybersecurity, network management, VoIP phone systems, and digital document management tools. These services are especially valued in sectors that demand high security and compliance, such as healthcare, legal, education, and government. Our IT division also integrates video surveillance systems and supports facilities management with services like EV charging station installations. Our service model emphasizes a strong local presence and fast response times. Each regional branch operates semi-autonomously, staffed with technical experts, account managers, and support personnel trained to resolve customer issues quickly. This decentralized approach enables us to maintain consistent service and support across our large geographic footprint. Our corporate motto, "Problem Solved," reflects our proactive, client-focused philosophy.
Why Work With Us
We’re unique because we offer end-to-end tech solutions under one roof. Our local ownership, rapid growth, and “Problem Solved” mindset create a rare mix of stability, innovation, and autonomy. You’ll grow your skills, make a real impact, be supported every step of the way—and build a lasting career you’re proud of.
