Technical Escalation Specialist

6 days ago


Irving, Texas, United States OscarMike Full time

OscarMike is seeking a highly skilled Technical Escalation Specialist to join our team in Irving, TX. The estimated annual salary for this position is $85,000.

Job Description:

This role involves managing day-to-day Hypercare escalations, reviewing dashboards and alerts, handling email escalations, and performing basic triage using tools such as logz/Newrelic triage. The ideal candidate should possess a strong L3 Helpdesk skillset, demonstrating the ability to analyze and address complex issues while working collaboratively with cross-functional teams.

Responsibilities:
  1. Efficiently handle day-to-day Hypercare escalations, ensuring timely resolution and minimizing impact on operations.
  2. Regularly review dashboards and alerts to identify potential issues and take proactive measures to address them.
  3. Field and respond to email escalations promptly, providing clear and concise communication to internal stakeholders and clients.
  4. Utilize tools like logz and Newrelic triage to perform basic triage, drawing conclusions from data and logs to troubleshoot and resolve issues.
  5. Work closely with L2 Helpdesk and other cross-functional teams to escalate and resolve complex issues that require higher-level expertise.
  6. Maintain comprehensive documentation of incidents, resolutions, and best practices to facilitate knowledge sharing within the team.
Qualifications:
  • Possess a strong L3 Helpdesk skillset with the ability to troubleshoot and resolve issues effectively.
  • Demonstrate strong analytical and problem-solving skills, with the ability to draw conclusions from data and logs.
  • Excellent communication skills, both written and verbal, with the ability to communicate technical information in a clear and understandable manner.
  • Collaborative attitude with the ability to work well in a team environment and coordinate with various stakeholders.
  • Familiarity with tools such as logz, Newrelic triage is preferred. Basic understanding of IT infrastructure and systems and also need some Python knowledge to write automation scripts.
  • Ability to adapt to a fast-paced and dynamic work environment, prioritizing tasks efficiently.


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