Senior Escalation Engineer

Job Summary

The Support Engineer provides leadership to both System Analysts and Support Administrators, execute extensive engineering/scientific support on systems, system elements, interfacing systems, components, devices and/or processes by using appropriate methods at every level for Menlo Inc. This position is responsible for responding and managing network connectivity issues and provide break/fix solutions and possible root cause analysis related to each of these technologies.  The Support Engineer takes the lead to research and provide solutions to complex problems. They must be able to work with minimal to no supervision on multiple concurrent complex projects and be able to coordinate work of others. The Support Engineer is a senior member of their collaborative team; as a technical expert, this position will also actively participate in the mentorship and development of mid-level and junior-level teammates. 

Supervisory Responsibilities

Yes

Duties and Responsibilities

• Troubleshoot hardware including desktops, laptops, tablets, printers (local and networked) and other peripheral devices. 
• Serve as a liaison between staff and technology to resolve issues and achieve desired results.
• Assist in training new employees.
• Share knowledge with colleagues and end-users.
• Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues.
• Enhance and support Menlo's service offerings and technologies.
• Assist team in the resolution of helpdesk tickets within established Service Level Agreement timeframes.
• Support large implementations in a multi-location environment.
• Own the life cycle of a help desk ticket from initial submission through resolution or escalation as appropriate.
• Proactively identify systemic issues and resolve them.
• Collaborate with internal teams, in instances of escalated tickets, to ensure timely resolution.
• Improve efficiencies in day-to-day tasks.
• Maintain a working knowledge in managing and creating workflows.
• Identify opportunities for training and documentation and collaborate with senior team members on delivery.
• Perform other duties as assigned.

Requirements

Required Skills and Abilities

• Ability to absorb and retain information quickly with a high attention to detail.
• Excellent customer service and interpersonal skills, including the ability to deal calmly, positively and professionally in tense or elevated situations to all end users.
• Able to manage time effectively and work efficiently, both with and without direct supervision
• Excellent analytical and troubleshooting skills.
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
• Great attention to details, good organizational skills and ability to prioritize and manage multiple simultaneous tasks.
• Good communication skills. Able to communicate technical information to non-technical users effectively. 

Education and Experience

• High school diploma or equivalent. (Bachelor's degree preferred)
• 5+ years of experience as a Support Engineer.
• 3+ years of Desktop Support experience. (preferred)
• Workstations and deployment imaging.
• VoIP experience. (preferred)
• Helpdesk/Ticketing systems.
• Hyper-converged server environments.
• MCSE or MCSA Certification. (preferred)
• Experience using automated deployment and maintenance technologies.
• Warranty procedures for network and server devices.
• Extensive knowledge and experience understanding industry best practices on network .architecture and engineering experience in a robust network, product/service and system design, security, and implementation strategies.