![StaffSource, LLC](https://media.trabajo.org/img/noimg.jpg)
IT Service Escalation Engineer
2 months ago
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.
-
Escalation Engineer
1 day ago
Knoxville, United States The IT Company Full timeJob DescriptionJob DescriptionSalary: $90000Salary: Base salary starting at $90,000, with the final amount dependent on experience and qualifications and overtime eligible.Location: Hybrid Preferred, Open to RemoteJob Description: We are actively seeking an experienced Escalation Engineer to join our team. This role's main responsibility is to handle...
-
Escalation Engineer
4 weeks ago
Knoxville, United States StaffSource, LLC Full timeJob DescriptionJob DescriptionSummary/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...
-
Senior IT Support Escalation Specialist
5 days ago
Knoxville, Tennessee, United States StaffSource, LLC Full timeJob OverviewPosition: Escalation SpecialistRole SummaryThe Escalation Specialist acts as a critical tier-3 resource for advanced service challenges, serving as the primary facilitator for monitoring and automated alert systems. This role emphasizes prioritizing client-facing concerns while recognizing the significance of proactive measures through monitoring...
-
Technical Support Escalation Specialist
13 hours ago
Knoxville, Tennessee, United States StaffSource, LLC Full timeJob OverviewSummary of ResponsibilitiesThe Technical Support Escalation Specialist acts as a tier-3 resource for advanced service challenges, playing a crucial role in overseeing monitoring systems and automated alerting mechanisms. This position emphasizes prioritizing client-facing concerns while recognizing the significance of proactive measures taken...
-
Escalation Engineer
3 weeks ago
Knoxville, United States StaffSource Full timeJob Overview: Senior Tax AnalystWe are looking for a Senior Tax Analyst to join our vibrant team and play a crucial role in our tax department. Working closely with the Senior Tax Manager, you will apply your deep understanding of Federal, State, and Local tax regulations to ensure accurate and timely tax compliance. Your responsibilities will span from...
-
Escalation Engineer
3 weeks ago
Knoxville, United States StaffSource Full timeJob Overview: Senior Tax AnalystWe are looking for a Senior Tax Analyst to join our vibrant team and play a crucial role in our tax department. Working closely with the Senior Tax Manager, you will apply your deep understanding of Federal, State, and Local tax regulations to ensure accurate and timely tax compliance. Your responsibilities will span from...
-
Cloud Engineer
3 months ago
Knoxville, United States PYA, P.C. Full timeJob DescriptionJob DescriptionAre you passionate about being creative and working with a team to protect an organization’s technology assets? PYA is seeking a Cloud Engineer to join its high-performing and privately-owned firm with a dynamic culture and a strong national reputation. RESPONSIBILITIES:Perform large scale design and implementation of cloud...
-
Crane Service Technician
3 months ago
Knoxville, United States Mazzella Service Full timeJob DescriptionJob DescriptionAre you an experienced Tech looking for a new opportunity? We are a growing company with a growing team, so if you’re looking for a company that values its employees and offers competitive pay and benefits, then Mazzella might be the right place for you!Position SummaryThe Crane Service Technician is a front-line employee with...
-
Service Technician
4 days ago
Knoxville, United States All-Star Heating and Air Conditioning Full time $25 - $35Job DescriptionJob DescriptionBenefits:Company VanEscalating Pay ScaleCompany partiesCompetitive salaryFlexible scheduleFree food & snacksFree uniformsHealth insuranceOpportunity for advancementPaid time offParental leaveTraining & development The Service Technician is responsible for performing a range of HVAC service & installation jobs for residential and...
-
Head of Highway Engineering Services
6 days ago
Knoxville, Tennessee, United States JMT Full timePosition Title: Highway Engineering Practice LeaderCompany: JMT (Johnson, Mirmiran & Thompson)JMT is a reputable consulting firm specializing in engineering, architecture, information technology, and construction management. We are in search of an innovative professional to take on the role of Highway Engineering Practice Leader. In this capacity, you will...
-
IT Systems Engineer
6 days ago
Knoxville, Tennessee, United States UT Federal Credit Union Full timeJob OverviewPosition: Systems AdministratorLocation: UT Federal Credit Union Corporate HeadquartersSUMMARY:The role of Systems Administrator is pivotal in the management of computer systems and servers, focusing on installation, configuration, and ongoing maintenance. This position is integral to supporting IT infrastructure essential for organizational...
-
Service Engineering Technician
11 hours ago
Knoxville, Tennessee, United States Brown Machine Group Full timeJob OverviewBrown Machine Group is a recognized leader in thermoforming packaging and automation solutions, dedicated to a customer-first philosophy. We specialize in crafting solutions tailored to the distinct needs of each client across various sectors, including automotive, medical, electronics, horticulture, food, and process automation. Our esteemed...
-
Service Technician
3 months ago
Knoxville, United States All-Star Heating and Air Conditioning Full timeJob DescriptionJob DescriptionBenefits:Bonus based on performanceCompany carCompany partiesCompetitive salaryEmployee discountsFlexible scheduleFree food & snacksFree uniformsHealth insuranceOpportunity for advancementPaid time offParental leaveSigning bonusTraining & development The Service Technician is responsible for performing a range of HVAC service &...
-
Field Service Engineer
2 weeks ago
Knoxville, United States Segra Full timeField Service Engineer - Knoxville, TN Knoxville, TN, USA Req #2015 Friday, August 23, 2024 Segra is searching for a dynamic and experienced Field Service Engineer II to work within our Knoxville, TN market. Based on the manager's evaluation of candidate experience and competency, we are open to hiring for this role at various levels. The Field Service...
-
Residential Building Service Engineer
3 days ago
Knoxville, United States Forty2 Full timeJob DescriptionJob DescriptionForty2LLC is a boutique property management firm hiring only the highest caliber Residential Building Service Engineer talent with demonstrated ability to provide superior service, advantageously negotiate terms, prioritize activities and convey a strong sense of fiduciary responsibility to oversee maintenance operations for a...
-
Field Service Engineer
3 months ago
Knoxville, United States Segra Full timeField Service Engineer - Knoxville, TN Johnson City, TN, USA * Knoxville, TN, USA Req #1978 Thursday, June 13, 2024 Segra is searching for a dynamic and experienced Field Service Engineer II to work within our Knoxville, TN market. Based on the manager's evaluation of candidate experience and competency, we are open to hiring for...
-
Field Service Engineer
1 week ago
Knoxville, United States Segra Full timeField Service Engineer - Knoxville, TN Knoxville, TN, USA Req #2015 Friday, August 23, 2024 Segra is searching for a dynamic and experienced Field Service Engineer II to work within our Knoxville, TN market. Based on the manager's evaluation of candidate experience and competency, we are open to hiring for this role at various...
-
Guest Services Representative>
5 months ago
Knoxville, United States Pilot Flying J Full timePilot Flying J - - [Front Desk Agent / Concierge] As a Guest Services Representative at Pilot Flying J, you'll: Respond to all incoming phone calls and emails received by the Guest Services department resulting in resolution or escalation; Model behaviors that support the companys common purpose; ensure guests and team members are supported at the highest...
-
Engineering Project Manager
1 month ago
Knoxville, United States Fresenius Medical Care Full timePURPOSE AND SCOPE: Engineering Project Manager II will be responsible for leading R&D teams on development of medical devices from concept to product launch. Requires significant cross-functional coordination, excellent written and communications skills, and the ability to drive collaborative discussions and decisions with all key stakeholders. PRINCIPAL...
-
CCIE: Principal Network Design Engineer
1 month ago
Knoxville, United States ATG Innovations Full timeJob DescriptionJob DescriptionSalary: ATG Innovations is seeking a Principal Network Design Engineer to provide subject matter expertise and operate as an arbitrator on design, engineering, architecture issues relating to networks, routers, switches, servers, gateways, and the security enforcing functions applied to these system and service components. This...