IT Escalation Engineer
Description For IT Escalation Engineer
Our client, a well-established US-based IT managed services provider since 1995, is seeking an experienced IT Escalation Engineer to join their growing team. This role combines technical expertise with client service excellence, requiring a seasoned professional with at least 10 years of IT experience.
The ideal candidate will be responsible for handling complex technical escalations, participating in security incident response, and providing technical guidance to both internal teams and clients. You'll work with various technologies including Windows Server, networking infrastructure, firewalls, and database management systems.
This position offers a unique opportunity to work remotely while being part of a dynamic team that values strong relationships and high accountability. The role requires advanced knowledge in various IT domains, from Windows networking to security implementations, making it perfect for a senior technical professional who enjoys solving complex problems.
As an IT Escalation Engineer, you'll be instrumental in maintaining service quality, developing technical solutions, and driving continuous improvement initiatives. The position involves collaboration with multiple teams, including the Client Concierge team and security incident response team, ensuring comprehensive IT support for clients.
The company provides comprehensive IT solutions that enable clients to focus on their core business objectives. They're looking for someone who can maintain their high standards of service while contributing to the company's growth and success. After an initial period, the company offers equipment support, including computer hardware and even a generator program, demonstrating their commitment to supporting their remote workforce.
This role is ideal for a technical leader who combines deep IT expertise with excellent communication skills and a strong client-service orientation. You'll be joining a company that values professional development, teamwork, and innovative problem-solving, making it an excellent opportunity for career growth in the IT managed services sector.
Responsibilities For IT Escalation Engineer
- Work with internal teams, clients and vendors to ensure high service quality
- Work with Client Concierge team for technical solutions
- Participate in security incident response team
- Communicate with management regarding escalated service tickets
- Maintain best practices and standards
- Participate in strategy and consulting meetings
- Direct clients through issue resolution
- Encourage problem solving and documentation compliance
- Maintain regulatory requirements
- Handle special projects as assigned
Requirements For IT Escalation Engineer
- At least 10 years of relevant IT experience
- Minimum 8 years experience with Citrix, Hyper-V, switching and routing, scripting, advanced level troubleshooting
- Advanced knowledge of Windows Server components, active directory, Group policy, DNS
- Intermediate understanding of layer 2 and 3 switches
- Advanced firewalls knowledge (Watchguard, Sophos, Cisco)
- Advanced understanding of Windows networking
- Intermediate knowledge of PowerShell scripting
- Intermediate knowledge of DBMS systems
- Strong communication and interpersonal skills
- Bachelor's Degree in IT, Science, Engineering or related (preferred)
- Relevant certifications (CompTIA A+, Security+, CCNA/Network+)
- Must have access to direct fiber with minimum 10MB internet
- Must provide own equipment (computer, webcam, monitors, etc.)
Benefits For IT Escalation Engineer
- Equipment reimbursement after 90 days
- Generator program
- Remote work opportunity
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