IT Escalation Engineer (Systems Engineer)
Description For IT Escalation Engineer (Systems Engineer)
Our client, a well-established US-based IT company since 1995, is seeking an experienced IT Escalation Engineer to join their team. This role combines technical expertise with client service excellence, focusing on resolving complex technical issues and ensuring optimal IT operations for small and medium-sized enterprises.
The position offers a unique opportunity to work with a company dedicated to delivering comprehensive managed IT solutions. As an IT Escalation Engineer, you'll be at the forefront of technical problem-solving, working with various teams to maintain high service quality and client satisfaction. The role involves participating in security incident response, providing technical guidance, and driving continuous improvement initiatives.
Key aspects of the role include collaborating with the Client Concierge team, participating in the company's Incident and Response security team, and communicating effectively with management regarding escalated service tickets. You'll also be involved in strategy and consulting meetings, both internal and external, contributing to the company's and clients' technical direction.
The ideal candidate brings extensive experience in Windows Server components, networking, firewall management, and database systems. Strong communication skills are essential, as you'll be interfacing with both technical and business stakeholders. The position requires a blend of technical expertise, leadership capabilities, and a strong client-service orientation.
This permanent work-from-home position offers the flexibility of remote work while being part of a dynamic team committed to fostering strong relationships and high accountability. It's an excellent opportunity for a seasoned IT professional looking to make a significant impact in a growing organization that values technical excellence and client satisfaction.
Responsibilities For IT Escalation Engineer (Systems Engineer)
- Work with internal teams, clients and vendors to ensure high service quality and client satisfaction
- Help answer technical questions and develop solutions with Client Concierge team
- Participate in Company's Incident and Response security 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 (Systems Engineer)
- 10+ years of relevant IT experience
- 8+ years experience with Citrix, Hyper-V, switching and routing, scripting
- Advanced knowledge of Windows Server components, active directory, Group policy, DNS
- Intermediate understanding of layer 2 and 3 switches
- Advanced firewall knowledge (Watchguard, Sophos, Cisco)
- Advanced understanding of Windows networking
- Intermediate PowerShell scripting knowledge
- Intermediate knowledge of DBMS systems (Oracle, Microsoft SQL, Postgres)
- Strong communication and client service skills
- Bachelor's Degree in IT, Science, Engineering (preferred)
- Relevant certifications (CompTIA A+, Security+, CCNA/Network+)
- Experience mentoring level 2 engineers (preferred)
- Experience with MSP tools (preferred)
