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IT Support Escalation Engineer
3 months ago
About the Team
As a member of the IT Support team you'll be stepping into a secure, employee-centric, and technologically advanced environment to tackle robust IT Support Escalations.
Our priority is to structure our support operations to effectively triage and resolve technical issues reported by our clients with the necessary tools and resources to minimize disruption and accelerate productivity.
You'll become the Subject Matter Expert for support issues related to cloud platforms -- Office365, Azure, AWS; premise platforms such as VMWARE, Hyper-V; and operating systems such as Windows desktop, Windows server, Mac OS, and Linux.
A solid understanding of network fundamentals is a must.
This is an exhaustive list of platforms and we expect this to appeal to the IT generalist who has been in the field for an extend period of time -- 10+ years of experience are expected.
This role requires a deep understanding and expertise of IT system administration and management in an enterprise context.
About the Role
As an IT Support Escalation Engineer, you will be at the forefront of managing and optimizing IT Support Escalations processes, tickets that are delayed resolutions, and handling major incidents. Your expertise will drive the integration of ITIL practices into our workflows, improve our IT service management, and enhance overall user experience.
This role demands a balance of technical proficiency and strategic thinking, as you will be responsible for both day-to-day management of escalations and enhancing triage protocols. Your work will not only improve internal technical operations but also support our global expansion efforts by ensuring a seamless, efficient IT infrastructure.
This is an onsite role requiring a presence in our office five days a week.
In this role, you will:
- Leverage extensive expertise in cloud platforms -- Office365, Azure, AWS; premise platforms such as VMWARE, Hyper-V; and operating systems such as Windows desktop, Windows server, Mac OS, and Linux.
- Serve as a strong communicator and liaison between technical teams, including Tier 1 support and IT engineering, to facilitate better understanding and cooperation.
- Mentor service desk team members and enhance their proficiency, possibly through tailored training sessions and development programs.
- Demonstrate deep knowledge in access management, application support, systems integration, and AV support, managing complex technical issues effectively.
- Create and maintain comprehensive technical guides, runbooks, and documentation to simplify complex processes for junior team members and the service desk team.
- Identify technical improvement areas and proactively implement enhancements to optimize support workflows.
- Apply problem-solving skills to tackle challenging issues that require thoughtful analysis and creative solutions with precision and diligence
- Adapt and thrive in dynamic environments, implementing changes that significantly improve operational efficiency and user satisfaction.
- Employ bash and Python scripting skills to automate tasks and processes, enhancing service management and streamlining cross-functional business operations.
You might thrive in this role if you:
- You are a senior IT generalist that has traverse prem to cloud technologies over an extended career path in IT and have taken the journey from premise IT infrastructure, to virtualization, to cloud migration -- spanning the related technologies.
- You have a strong understanding of identity providers (IDP) like Azure, mobile device management (MDM) systems such as Jamf and Intune and are proficient in administering a wide range of SaaS applications.
- You are skilled in automating tasks and processes using bash and Python scripting, aiming to enhance service management and streamline cross-functional business operations.
- You possess in-depth knowledge of access management, application support, systems integration, and AV support, and can effectively manage complex technical issues.
- You have experience creating and maintaining detailed technical guides, runbooks, and documentation that simplify complex processes for junior team members and the service desk team.
- You excel at identifying areas for technical improvements and are proactive in implementing enhancements to optimize support workflows.
- You are a strong communicator who can serve as a liaison between technical teams, including Tier 1 support and IT engineering teams, facilitating better understanding and cooperation.
- You are enthusiastic about mentoring and improving the proficiency of service desk team members, potentially through tailored training sessions and development programs.
- You have a knack for problem-solving and enjoy tackling challenging issues that require thoughtful analysis and creative solutions.
- You value precision in your work and are diligent about documenting processes and outcomes to ensure consistency and quality in service delivery.
- You are adaptable and thrive in environments where you can implement changes that significantly impact operational efficiency and user satisfaction.
