IT Support Escalation Engineer Leader

3 weeks ago


Raleigh, North Carolina, United States Surya Technologies, Inc. Full time
About Surya Technologies, Inc.

We are a provider of managed services focusing on IT service management, cloud infrastructure, and security. Our team is committed to delivering exceptional IT support and guidance to our clients.

As a leader in the industry, we strive to maintain a secure, employee-centric, and technologically advanced environment for our staff. We are looking for a highly skilled IT Support Escalation Engineer to join our team.

The ideal candidate will have extensive experience in cloud platforms such as Office365, Azure, and AWS, as well as premise platforms like VMWARE, Hyper-V, and operating systems including Windows desktop, Windows server, Mac OS, and Linux. A strong understanding of network fundamentals is required. Experience in virtualization, cloud migration, and automation using bash and Python scripting is also preferred.

This role demands a balance of technical proficiency and strategic thinking. 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.

You will be responsible for day-to-day management of escalations, enhancing triage protocols, and leveraging your extensive expertise in cloud platforms, premise platforms, and operating systems. You will serve as a strong communicator and liaison between technical teams, including Tier 1 support and IT engineering, to facilitate better understanding and cooperation.

A competitive salary of $120,000 per year is offered to the right candidate. If you are passionate about delivering exceptional IT support and possess the required skills and qualifications, please apply for this exciting opportunity.

  • Leverage extensive expertise in cloud platforms, premise platforms, and operating systems.
  • Serve as a strong communicator and liaison between technical teams.
  • Mentor service desk team members and enhance their proficiency.
  • Demonstrate deep knowledge in access management, application support, systems integration, and AV support.
  • Create and maintain comprehensive technical guides, runbooks, and documentation.
  • Identify technical improvement areas and implement enhancements to optimize support workflows.


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