It Escalation Engineer

Summary

Join our team as an IT Escalation Engineer and resolve complex technical issues, collaborating with internal and external teams to ensure client satisfaction. You will participate in security incident response, provide technical guidance, and drive continuous improvement initiatives. This role requires at least 10 years of relevant IT experience and advanced knowledge of various technologies. Excellent communication and organizational skills are essential. The ideal candidate will possess a Bachelor's degree and relevant certifications, but these are not mandatory.

Requirements

• At least 10 years of relevant IT experience
• Minimum 8 years of high-level experience and knowledge of 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 using common platforms like (Watchguard, Sophos, Cisco, etc.)
• Advanced understanding of Windows networking to include: Domains and trusts, Group Policies, permissions, UAC, DNS, DHCP and general administration tasks and troubleshooting
• Intermediate knowledge of PowerShell scripting
• Intermediate knowledge of DBMS systems like Oracle, Microsoft SQL, Postgres, etc
• Ability to communicate technical information, both verbal and written, to a wide range of users and ability to multi-task and adapt while maintaining a clear focus on priorities
• Strong client service client-focus and orientation
• Excellent interpersonal communication skills that span both business and technical audience
• Strong organization and attention to detail skills, particularly with documentation

Responsibilities

• Work with other internal teams, clients and vendors, as needed, to ensure high overall quality of service and client satisfaction
• Work with our Client Concierge team to help answer technical questions and come up with technical solutions to clients’ needs
• Participate on the Company’s Incident and Response security team
• Communicate with management and team leader(s) regarding escalated service tickets and recommended actions to resolve them
• Participate, support and maintain strong best practices and standards; develop and recommend idea’s, suggestions for improvements
• Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interests
• Direct clients through issue resolution including client meetings, status reports, and updates, as needed
• Encourage problem solving/documentation/SOP compliance by all support team members
• Maintain and meet applicable regulatory requirements
• Responsible for special projects as assigned
• Performs other duties as assigned

Preferred Qualifications

• Bachelor’s Degree in Information Technology, Science, Engineering or related
• Possesses CompTIA A+, Security+, CCNA/Network+ or other relevant certifications – with preference on higher-level certifications
• Prior experience or ability to mentor and train level 2 engineers
• Experience with MSP tools like ConnectWise Automate or Manage