Escalation Engineer

2 weeks ago

Lake Forest, United States Impact Networking Full time
Description

Impact is hiring a Escalation Engineer for our Nationally ranked Best and Brightest Workplace

The Escalation Engineer will be utilized in many different capacities to ensure client success regarding the entire scope of our Managed IT services. Escalation Engineers will be the primary technical subject matter expert for MIT clients' technical environment. They maintain client uptime and improves their computing experiences through effective monitoring, maintenance, problem identification and resolution activities, as well as further developing our company's positive reputation with existing clients through exceptional service. The role of the Escalation Engineer is challenging and rewarding, requiring a strong and vast technical skill set, along with business acumen and interpersonal skills. The position will require several different skills, beyond what is stated here. The focus of any job at Impact is always Excellent Customer Service.

Responsibilities

Pre-Sales
- Produce the technical portion of the Business Transformation Assessment (BTA). The focus is on discovery and recommendation, taking data to produce strategy. This includes RMM tool configuration and deployment on the client network, physical review, documentation of the IT assets, and participation in onsite interviews. The Engineer then must analyze the data collected and produce a detailed technical document that outlines the client network with our technical recommendations.
- When necessary, participate in phone conferences, in person meetings, validation, and proposal meetings with the Managed IT Business Development Specialist. The emphasis is always on showing the value, capability, and professionalism of our Managed IT services. Our goal is partnering with the client on our fully managed IT program.
- Scope and generate technical project plans, defining steps necessary for successful project completion and defining project milestones/timelines.
- Participate in end user on-boarding meetings to help explain the Complete Care program and show clients how to interact with our Service Desk. Walk users through the Complete Care end user guide and ensure the client understands the process while emphasizing our commitment to excellent customer service.

Technical
- The Engineer will plan and lead the installation and configuration of recommendations made during the BTA. This requires the technical skills to implement the core networking technologies. These include Windows Server, Hyper-V, VMWare, Exchange, SharePoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy configuration, and cloud services such as Office 365, G-Suite, and Azure.
- Configuration of our RMM tool to monitor and alert on all critical client network components.
- Work with the Service Desk and Operations teams to plan and implement the client management and maintenance plans that include Windows and 3rd party software patching, A/V profiles and scan schedules, workstation clean up, Active Directory management, backup maintenance, and all network documentation.
- Work with clients' line of business vendors.
- Identifies, documents and troubleshoots user computing issues to resolution and maintains customer satisfaction.
- Identifies user problems and works within a structured problem management and resolution process to maintain customer satisfaction.
- Works with other resources and vendors to deliver effective field support services.
- Utilizes Impact improved technologies to deliver on-site and remote user support services.
- On time documentation of issues within Impact's ticket system.

General
- Participates in ongoing training and attainment of manufacturer certifications.
- Develops and maintains relationships with customers and engineers that further develop our company's positive reputation through exceptional customer service.
- Maintains relationships with vendor contacts that are beneficial to the company.
- Follows a set of standards for documentation of customer network status and activities.

Things We Are Looking For

Computer Skills
- Server Administration
- Experience with Windows 2012-2022 Server
- Active Directory design, management and maintenance
- Microsoft Exchange, SQL, and SharePoint management
- DNS, DHCP, and Remote Desktop Services
- VMWare, Hyper-V and other virtualization technologies
- Storage solutions: SAN, NAS, and Shared Storage

- Firewalls, switches, and other networking technologies
- Cisco Meraki, HP, and other technologies
- Disaster recovery solutions and backup technologies
- Office 365, Azure and other cloud solutions
- Mobile operating systems (IOS, Android, Windows)
- RMM tools such as N-Able, Kaseya or LabTech

Excellent in-person and remote client support skills
- Strong written and verbal communication skills

Certifications, Licenses, Registrations
- Valid driver's license and proof of insurance
- Microsoft Fundamental and Associate certifications
- Cisco Certifications

Other Skills and Abilities
- Able to work independently or as part of a team
- Must be prepared for on-site work with clients
- Excellent technical writing ability

Valued Qualifications (not required)
- 5 or more years relevant experience as a:
- Network Engineer, Systems Engineer, Network Administrator, Systems Administrator, IT Administrator, NOC Engineer, IT Engineer, IT Consultant, IT Manager, Infrastructure Engineer, Windows Server Engineer, etc.
- Relevant industry certifications
- Experience as part of a Microsoft Partner organization
- Experience working for a managed services organization

Benefits- 20 days of PTO
- 12+ paid holidays
- Flexible Sick Day Policy
- Paid Parental Leave
- Comprehensive Health, Disability Life, Dental and Vision Plans
- 401(K) discretionary match & retirement plans
- Continued education reimbursement
- On-going training & development opportunities

#LI-Onsite

  • Quality Assurance Engineer I

    4 days ago

    Lake Forest, United States Herbalife Full time

    Overview: THE ROLE: The Quality Assurance Engineer I will be part of the Quality group at Herbalife Innovation & Manufacturing, HIMLF. This individual will be responsible for resolving day to day floor concerns and escalate to management, report on KPIs and contribute / present quality metrics during Management review. Perform root cause analyses and lead...

  • Quality Assurance Engineer I

    2 weeks ago

    Lake Forest, California, United States Herbalife Full time

    Overview: THE ROLE:    The Quality Assurance Engineer I will be part of the Quality group at Herbalife Innovation & Manufacturing, HIMLF. This individual will be responsible for resolving day to day floor concerns and escalate to management, report on KPIs and contribute / present quality metrics during Management review. Perform root cause analyses and...

  • Quality Assurance Engineer I

    4 days ago

    Lake Forest, California, United States Herbalife Full time

    Overview: THE ROLE:    The Quality Assurance Engineer I will be part of the Quality group at Herbalife Innovation & Manufacturing, HIMLF. This individual will be responsible for resolving day to day floor concerns and escalate to management, report on KPIs and contribute / present quality metrics during Management review. Perform root cause analyses and...

  • Software Developer

    5 days ago

    Lake Forest, United States Aveva Full time

    AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably. We’re the first software business in the world to have our sustainability targets validated by the SBTi, and...

  • Sr. Project Manager

    4 weeks ago

    Lake Forest, United States iBASE-t Full time

    Job DescriptionJob DescriptionThe Senior Project Manager, working with new and existing customers, is responsible for managing overall project activities. Collaborates with customers and internal stakeholders at all levels of the organization to realize customer value. Responsible for ensuring that value is achieved based on the Statement of Work. Ensures...

  • Application Engineer

    2 weeks ago

    River Forest, United States Strategic Staffing Solutions Full time

    Job Title: Application Engineer (Windows/Intune) Duration: 3 Month contract; chance to extend/convert to full time. Location: Riverwoods, IL (HYBRID) Industry: Financial Required Qualifications: • 10+ Years Experience working/supporting a MS Windows environment (Client, Server, or both) using innovative and automated solutions. • In depth...

  • Network Engineer

    2 weeks ago

    Salt Lake City, United States ERS Search Full time

    Our client is a Global Financial Services located in Salt Lake City. They are seeking a Vice President Frontline Resolution Network Engineer based in Salt Lak City. Frontline Resolution is responsible for maintaining and supporting the firm's global network infrastructure. We engage and work with multiple carriers and hardware vendors. Troubleshooting,...

  • Customer Experience Manager

    3 weeks ago

    Lake Forest, United States Addison Group Full time

    Are you looking for an opportunity that allows you to be a valuable resource for not only your clients but team members? Where your dynamic leadership skills come into play to drive exceptional performance, develop client solutions, prioritize satisfaction, and uphold company values. We're looking for someone to shape the future of our Customer Experience...

  • Customer Experience Manager

    3 weeks ago

    Lake Forest, United States Addison Group Full time

    Are you looking for an opportunity that allows you to be a valuable resource for not only your clients but team members? Where your dynamic leadership skills come into play to drive exceptional performance, develop client solutions, prioritize satisfaction, and uphold company values. We're looking for someone to shape the future of our Customer Experience...

  • Compliance Engineer

    2 weeks ago

    Round Lake, United States Experis Full time

    Hello, Role: Compliance Engineer Location: Round Lake, IL. ONSITE. Duration: Contract Job Summary: Schedules, plans, and coordinates compliance audits and quality systems assessments ensuring compliance with corporate and regulatory provisions of the Quality System. Conducts internal audits and compliance gap analysis using the applicable quality...

  • Messaging Engineer

    4 weeks ago

    Salt Lake City, United States Goldman Sachs Full time

    MORE ABOUT THIS JOB: Your Impact The Collaboration and Productivity team manages a wide array of products which are used by every employee at the firm. E-mail is a critical piece of how we do business, and were looking for someone to join the team that is responsible for overseeing all aspects of the e-mail infrastructure at the firm. This ranges from...

  • Application Engineer

    3 weeks ago

    River Forest, IL, United States Strategic Staffing Solutions Full time

    Job Title: Application Engineer Duration: 3 Month contract; chance to extend/convert to full time. Location: Riverwoods, IL (HYBRID) Industry: Financial Required Qualifications: • 10+ Years Experience working/supporting a MS Windows environment (Client, Server, or both) using innovative and automated solutions. • In depth knowledge of related...

  • Engineering - Storage - Frontline Storage Engineer

    18 hours ago

    Salt Lake City, United States Dice Full time

    Dice is the leading career destination for tech experts at every stage of their careers. Our client, HonorVet Technologies, is seeking the following. Apply via Dice today! Position : Engineering - Storage - Frontline Storage Engineer Position will require 4 days a week - 10 hour shifts. 100% Onsite in Salt Lake City Qualified candidate will provide unified...

  • Application Engineer

    7 days ago

    River Forest, IL, United States Strategic Staffing Solutions Full time

    Job Title: Application Engineer (Windows/Intune) Duration: 3 Month contract; chance to extend/convert to full time. Location: Riverwoods, IL (HYBRID) Industry: Financial Required Qualifications: 10+ Years Experience working/supporting a MS Windows environment (Client, Server, or both) using innovative and automated solutions.In depth knowledge of...

  • USA - Principal Engineer

    2 weeks ago

    Round Lake, United States eTeam Full time

    Job Title: Principal Engineer Location: Round IL,60073 Duration: 6+ Months Candidates cannot be allergic to Penicillin or Cephalosporins. Description JOB SUMMARY: Schedules, plans, and coordinates compliance audits and quality systems assessments ensuring compliance with corporate and regulatory provisions of the Quality System. Conducts internal audits and...

  • USA - Principal Engineer

    6 days ago

    Round Lake, United States eTeam Full time

    Job Title: Principal Engineer Location: Round IL,60073 Duration: 6+ Months Candidates cannot be allergic to Penicillin or Cephalosporins. Description JOB SUMMARY: Schedules, plans, and coordinates compliance audits and quality systems assessments ensuring compliance with corporate and regulatory provisions of the Quality System. Conducts internal audits and...

  • DevOps Engineer

    2 weeks ago

    Woodcliff Lake, United States Ask Staffing Full time

    Client: BMW Job ID: 4730 Job Title: Sr. Software Engineer Location: Woodcliff Lake, NJ 07677 Duration: 12-Month Note: Hybrid 3 days at the office / 2 remote Position Overview: Sr. Software Engineer is responsible for system analysis, design, development, and testing for their assigned technical product(s) or application(s), within the context of an...

  • Frontline Storage Engineer

    5 days ago

    Salt Lake City, United States Spectraforce Technologies Full time

    Title: Frontline Storage Engineer Duration: Till end of 2024, likely extensions Location: Salt Lake City, UT Technology Job Description Template YOUR IMPACT Qualified candidate will provide unified production management support for the backup and storage infrastructure of the firm, using cutting-edge systems and processes that form the core of our key...

  • Frontline Storage Engineer

    2 weeks ago

    Salt Lake City, United States LanceSoft Full time

    Duties:THE TECHNOLOGY DIVISION Our team of engineers builds solutions to the most complex problems. We develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. We provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide...

  • Storage Engineer

    2 days ago

    Salt Lake City, United States Stefanini, Inc Full time

    Job DescriptionJob DescriptionReference #56647Stefanini Group is hiring!Stefanini is looking for Storage Engineer for Salt Lake City, UT location.For quick Apply, please reach out to Ajay Thakur- call: 248 263-5742/ email: ajaykumar.thakur@stefanini.comOpen to W2 Candidates only! Qualified candidate will provide unified production management support for the...