IT Service Escalation Engineer

Escalation Engineer

Full Job Description

Summary/Objectives

The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should prioritize client-facing issues over others, while being aware of the impact of proactive work done through monitoring and other alerts that may increase the overall quality of service. They should be available, as time permits, for assistance to the other tiers of service as needed. They sit "between" the service desk technicians and the system engineers and may be called into either world, including to field work.

Essential Functions

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .
• Receive technical escalation tickets and prioritize the client experience.
• Monitor network service alerts and respond to critical alerts.
• Provide technical support for users via phone, email, remote or onsite.
• Provide support for hardware, networking, and application issues; escalate complex problems to the appropriate groups as needed.
• Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information.
• Provide suggestions with proactive suggestions as technologies evolve.
• Manage client expectations providing excellent customer service.
• Work closely with team members to prioritize critical issues.
• Collaborate with team members and client contacts to assist with project-related work.
• Provide proactive support based on ticket and support trends.
• Be willing to provide onsite support for clients as needed.

Work Environment

This job involves work within the company locations and within the client’s professional office environment with implementations, support, and training.

Physical Demands

• Must be able to climb ladders for projects.
• Must be able to lift items required for client support and projects.

Position Type/Expected Hours of Work

• Full time job, normally 40 hours per week.
• Occasional after-hours may be required for critical client issues.
• Occasional weekend or evening work required for some projects not to conflict with the client’s office work schedules.

Travel

• Occasional travel may be required on an as needed basis

Required Education and Experience

• High school diploma is required.
• Understanding of technology configurations and installation/project experience
• Understanding of IT networking and security
• Minimum 2 years of experience working on a service desk or similar role

Preferred Education and Experience

• CompTIA Network+ certification preferred
• Previous experience with a support or ticketing tool
• Previous experience working as a support resource in a technical capacity, in front of and with clients

Other Duties

Necessary paperwork, company meetings, and other duties as directed.

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.