Escalations Engineer

Vacancy expired!

JOB OVERVIEWAn Escalation Engineer at Axiom is positioned to provide the very best in customer support to our clients through a deep knowledge of IT practices. The Escalation Engineer serves to implement and install the best systems and support for the IT needs of the client. This role specializes in providing expert-level support on a variety of desktops, systems, servers, network appliances, applications, networks and mobile devices, while also supporting internal support team needs.

RESPONSIBILITIES

• Implement client IT packages to utilize the full array of Axiom services as they match with the client’s needs
• Set up routine check points with the client to ensure IT services are meeting the client’s expectations and the ever-changing business needs of the client
• Recommend well researched products and services that align with client’s needs
• Ability to adhere to the project scope and budget, as well as have an awareness for change orders as seemed appropriate
• Ensure that all security programs are properly established and installed to prevent unauthorized access to privileged data and information
• Participate in projects as requested by client as a project resource
• Implement client end computing and network infrastructure
• Responsible for ensuring that IT network and systems have been customized to satisfy client requirements
• Perform technical discovery for new projects and clients to ensure smooth on boarding
• Provide Level III support via phone, email, remotely and on-site (client premise) support as required
• Provide on-site technical support that may involve but not limited to; installation of hardware /systems, software for end computing, network and communications systems
• Review system implementation and performance as to implement system enhancements if needed
• Efficiently diagnose, troubleshoot, and resolve technical issues at desktop, server and network level as needed to resolve all service inquiries that are beyond the support team.
• Act as an escalation point for the Support Desk Team.
• Provide training and guidance to Level I and Level II Support Desk engineers. Mentor Support Desk team members to help elevate their troubleshooting skills.
• Perform custom engineering requests for initiatives and projects as needed
• Follow up with Axiom staff on all implementations and any client escalations that were not able to be solved by the support team initially, illustrating the solution path that the was created to provide knowledge transfer to other team members
• Documenting client issues and resolutions to maintain internal knowledgebase
• Accurately record daily time sheets
• Seek appropriate guidance from team members when faced with challenges
• Provide collaborative feedback to teammates
• Participate in training and orientation sessions
• Provide daily or weekly status reports as requested by Manager or client
• Partake in afterhours Level III escalations roster

REQUIRED SKILLS

• Must be able to work independently and/or in a team environment both at Axiom and with clients in varying industries, size, and complexity
• Ability to deliver valuable and professional IT services to clients
• Strong leadership skills to act as the client’s trusted advisor while leveraging technical resources
• Self-motivated and accountable to own client issues to ensure resolution regardless of magnitude
• Solid time management and organizational skills
• Excellent verbal and written communication skills to ensure successful resolution to client issues
• Ability to interact professionally with a diverse group of colleagues and clients
• Capable of maintaining composure even when navigating challenging situations and frustrated clients
• Ability to confidently enter an unknown environment and assess client needs

TECHNICAL SKILLS

• Windows Desktop Operating Systems thru Windows 10
• Windows Server Operating Systems thru 2016
• Design, Configuration and Administration of Active Directory & Group Policy Objects
• Design, Configuration and Administration of Mobile Device Management & Enterprise Mobility Management
• Design, Configuration and Administration of Exchange Server Farms thru 2016
• Design, Configuration and Administration of Office 365
• Design, Configuration and Administration of Physical & Virtual Server Infrastructure
• Design, Configuration and Administration of SAN’s & Shared Storage
• Configuration and Administration of VMware or Hyper-V
• Solid Experience with Microsoft Azure and Amazon Web Services
• Configuration and Administration of SQL, Citrix & RDS Farm experience a plus
• Strong Experience of Networking including TCP/IP, Switching, VLAN’s, Routing & Wireless
• Configuration and Administration of Cisco or Meraki Firewalls
• Design, Configuration and Administration of HP, Dell, Cisco or Meraki Networking Stacks
• Configuration and Administration of Basic Network Access Control Solutions like 802.1x, RADIUS, etc. a plus

EDUCATION & EXPERIENCE

• Minimum of 3-5 years of post-education IT work experience mandatory
• Associates Degree in Computer Science, Information Technology or similar mandatory
• Experience with call tracking / ticket management system, Autotask preferred
• Experience with Managed Services, IT Integration and/or Consulting experience a plus
• Proficient with Helpdesk Standards Methodology preferred
• Valid Driver’s License

Vacancy expired!