Escalation Engineer

RJ Young • Madison, AL

3d

About The Position

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.

Requirements

• High school diploma.
• 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.

Nice To Haves

• CompTIA A+ certification.
• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees