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Escalation Engineer

2 months ago

Knoxville, United States The IT Company Full time
Job DescriptionJob DescriptionSalary: $90000

Salary: Base salary starting at $90,000, with the final amount dependent on experience and qualifications and overtime eligible.

Location: Hybrid Preferred, Open to Remote


Job Description: We are actively seeking an experienced Escalation Engineer to join our team. This role's main responsibility is to handle technical escalation tickets, prioritize client experience, and ensure timely resolution of issues. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service. 


A Day in the Life: As an Escalation Engineer at The IT Company, your day begins by reviewing and prioritizing tickets from triage, ensuring urgent issues are addressed promptly. You provide top-notch technical support to clients via phone, email, or remote sessions. When you receive escalated tickets, you take ownership, analyze the problems, and work towards resolutions. After resolving issues, you follow up with the original engineers to provide education on the matter. Throughout the day, you collaborate with the service manager and other departments to perform root cause analysis and suggest resolutions to prevent recurring issues. You also conduct QA checks for other engineers' work, ensuring high-quality service delivery. You handle a variety of hardware, networking, and application issues, staying updated with industry trends and best practices. Your day wraps up with documenting solutions and configurations, ensuring knowledge sharing within the team, and planning for the next day. Your role is crucial in maintaining high client satisfaction and ensuring the smooth operation of IT services. 

 

Primary Job Duties: 

  • Provide top-notch technical support to our clients, resolving a diverse range of IT issues efficiently and effectively. 
  • Respond to incoming support requests via phone, email, or ticketing system, categorizing, prioritizing, and resolving issues promptly. 
  • Act as the primary point of contact for resolving complex technical issues and providing expert guidance to the support team. 
  • Collaborate with other support specialists, offering mentorship, knowledge sharing, and troubleshooting assistance. 
  • Analyze and resolve intricate hardware, software, and network-related problems, ensuring minimal disruption to client operations. 
  • Provide in-depth expertise in managing and troubleshooting IT infrastructure, systems, and networks. 
  • Advise and collaborate on the development  of technical solutions to optimize performance, security, and reliability for clients' IT environments. 
  • Assist clients with specialized requests ensuring successful execution and client satisfaction. 
  • Conduct root cause analysis for recurring issues and implement preventive measures to enhance system stability and reliability. 
  • Stay updated with emerging technologies, industry best practices, and IT trends, and advise clients on adopting relevant solutions. 
  • Collaborate with other IT teams to improve overall service delivery, resolve cross-functional issues, and implement process improvements. 
  • Maintain accurate documentation of technical solutions, configurations, and procedures to facilitate knowledge sharing and support excellence. 
  • Handle escalated client inquiries with professionalism, providing clear and concise communication throughout the resolution process. 
  • Foster a positive and collaborative work environment, encouraging teamwork, innovation, and continuous improvement within the support department. 
  • Provide QA checks for other engineers' work, ensuring high-quality service delivery and adherence to best practices. 
  • Work closely with the service manager to review and improve support processes and strategies. 


Qualifications & Experience: 

  •  10 Years Proven experience in a technical support or 5 Years in an escalation role. 
  • Strong understanding of hardware, networking, and application support. 
  • Excellent problem-solving and analytical skills. 
  • Exceptional communication and interpersonal skills. 
  • Ability to manage client expectations and provide outstanding customer service. 
  • Experience with root cause analysis and preventing recurring issues. 
  • Ability to work independently and as part of a team. 
  • Familiarity with industry trends and best practices in IT service management. 


Bonus Points if you have: 

  • Microsoft Certified: Azure Administrator Associate 
  • Cisco Certified Network Associate (CCNA) 
  • ITIL Foundation Certification 
  • A bachelor’s or associate degree in the following fields of study: Computer Science, Information Technology, or Network Engineering. 

 

Perks: 

Competitive salary and benefits package. 

Opportunities for professional growth and development. 

Hybrid, OR Remote options 

Health, dental, and vision insurance. 

401(k) plan with company contribution 

Responsible Paid Time Off 

 

You should be comfortable with the following work conditions and other considerations: 

  • Candidate should have reliable transportation. 
  • Candidate should be willing to work nights and weekends if required. 
  • Candidate should be able to lift 50 or more pounds.