IT Escalation Engineer
5 days ago
Description
• Resolve complex technical issues and ensure client satisfaction • Participate in security incident response, drive continuous improvement initiatives • Collaborate with internal and external teams for high-quality service • Support and maintain strong best practices and standards • Communicate with management regarding escalated service tickets • Mentor and train level 2 engineers as needed • Participate in strategy and consulting meetings for technical matters
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 • 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
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