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Critical Response Engineer

2 months ago

Charlotte, North Carolina, United States Flexential Full time
Job Description:

The Critical Response Engineer will provide exceptional customer service by resolving complex technical issues in a timely and professional manner. As a key member of the Flexential Service Support team, this individual will serve as the primary escalation point for critical support escalations, ensuring that customer requests are resolved efficiently and effectively.

Key Responsibilities:
  • Respond to critical support escalations with a high sense of urgency, ensuring timely and effective resolution.
  • Manage cases and incidents within the ITSM ticketing system, providing clear and concise communication to customers.
  • Collaborate with customers and teammates to identify improvement areas in processes and capabilities.
  • Participate in Problem Management activities, providing technical analysis and solutions to eliminate recurring incidents.
  • Assist leadership in screening and interviewing candidates for technical skills and team fit.
  • Adhere to Flexential's Core Values: Teamwork, Respect, Urgency, Humility, Openness, Professionalism, and Expertise.
Requirements:
  • Minimum 5 years of experience in IT Support.
  • AA, BS in Computer Science, Information Systems, or similar, or equivalent work experience.
  • ITIL Foundation certification.
  • Advanced knowledge in two or more technical disciplines, including VMWare, Linux, Windows, Network Administration, and Firewall Administration.
Preferred Qualifications:
  • Experience working with Cisco Network infrastructure, VMware, RHEL, Fortinet firewalls, Commvault backup solutions, and Zerto Disaster Recovery software.
  • CCNA, CCNP, or other comparative certification.
  • VMWare VCP certification.
  • Experience in ITIL and/or IT Service Management aligned environments.
Benefits:
  • Medical, Telehealth, Dental, and Vision benefits.
  • 401(k) and Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA).
  • Life and AD&D, Short Term and Long-Term disability, and Flex Paid Time Off (PTO).
  • Leave of Absence, Employee Assistance Program, and Wellness Program.

Flexential is an equal opportunity employer.