Escalation Engineer Job at New Charter Technologies
This role will be responsible for serving as the escalation resource for technical support to ADNET’s clients through telephone, remote control, on-site and email support. The Technical Assistance Center (TAC) Escalation Engineer is to be focused on critical client issues requiring high technical and root cause determination skills and will help train and mentor other members of the TAC Team.
The role delivers support to clients through remote management tools, email, phone and scheduled or urgent on- site visits for issues that cannot be handled remotely. The Escalation Engineer will also be responsible for participating in projects and updating / maintaining documentation. The role will be primarily focused on higher level support for TAC and Proactive services, as well as furthering efficiencies and mentorship internally.
Responsibilities
Understand and practice ADNET’s core values at all times (see Vision, Mission and Values section for details)
Provide remote or occasional on-site higher level technical support to ADNET clients based on established procedures through various support mediums (telephone, email, ticketing system and remote control).
Actively manage assigned tickets, projects, and follow-ups to ensure that they’re addressed in a timely fashion.
Recognize reoccurring support issues and provide guidance on problem resolution.
Evaluate escalated issues and drive them to closure, providing guidance to team on steps taken to resolve.
Drive complex issues to closure, engaging outside resources, vendors, teammates and management to ensure client satisfaction and expedient resolution.
Maintain client documentation and ensure it is kept up to date as changes occur or as part of a project.
Identify and recommend proactive solutions to recurring support issues.
Perform preventative maintenance on servers, workstations, switches, and firewalls for our clients.
Support and troubleshoot virtual environments (on premise and in the cloud).
Install, configure, and troubleshoot Windows operating systems, applications, and cloud infrastructure.
Troubleshoot backup systems and assist with restoration if needed.
Install and configure managed service application and proactive maintenance.
Perform network maintenance and system upgrades including service packs, patches, hot-fixes, and security configurations.
Voluntarily provide information and assistance to other office members for the whole company’s success.
Accomplish the billable hours minimum requirement for the department as set by the company or department head.
Stay current on industry trends and technology, which may affect operations or client expectations.
Follow policies and standard operating procedures for the TAC Department and Service Operations.
Carry a cell phone and be reachable 24 hours, 7 days per week, when in the On-Call rotation.
Work with Manager to develop and follow an education/certification program to increase/maintain level of technical expertise, actively pursue training objectives as assigned.
Participate in morning stand-up as well as other team and company meetings. Attend the TAC technical staff meetings. Be prepared to discuss client issues, project status and scheduling concerns.
Follow standard operating procedures and alert Manager of inadequacies in procedures when necessary.
Perform other such responsibilities that relate to TAC Engineer as assigned by Manager.
Standards of Performance.
Qualifications
Education: A minimum of an Associate’s Degree or equivalent technical experience with a focus on end- user support in a network environment or a combination of education and experience.
Possess at least one major certification in one of the following; network operating systems, virtualization technology, network infrastructure or cloud computing.
Skill Level: Must possess a thorough understanding of IP networking and ability to troubleshoot/analyze and quickly resolve hardware, software and access issues remotely.
Experience in Microsoft Windows server and desktop environments as well as Microsoft 365.
Working knowledge of switching, routing, wireless, firewall, cloud, and Apple Mac technology.
Ability to thrive working both independently and in a team environment, with a focus on higher level technical issues.
Be willing to mentor other team members.
Must possess strong root-cause analytical skills and effective interpersonal and communication skills to interact with a wide range of customers having different levels of computer expertise.
Maintain effective and timely communication with the Client and triage team to keep them informed on the status of all assignments.
Provide guidance to TAC team, assist with troubleshooting complex problems and identify trends where appropriate.
Display excellent customer service skills and communicate clearly both orally and in writing with appropriate detail to Clients and ADNET staff members in a manner that is both courteous and professional.
Preferred Attributes
- Great organizational skills and affinity for details
- Thoughtfulness, flexibility, and a positive attitude
Salary, Benefits, Culture
Salary range: $75,000 to $90,000 determined by experience. (total comp including Bonus Potential)
This position requires a blend of remote work combined with travel between client sites. Travel to ADNET locations may be required. This role is mostly a work from home job! 95% at home, 5% in office or at client sites, locally to Albany, NY or Rocky Hill, CT area.
Making a positive impact in the world of IT takes a heightened focus on people. That’s why at ADNET Technologies, we’re passionate about ensuring our team stays healthy, happy, challenged and fulfilled. Progressive Benefits Packages include:
- Unlimited Responsible Time Off
- Flexible work-from-anywhere policy
- Progressive healthcare plan selection, including a 100% covered healthcare option
- Safe Harbor matching 401(k) plan
- Flexible benefits plan with dependent care benefit option
- Short-term disability and life insurance with long-term disability option
- Total well-being program including employer-paid Employee Assistance Program (EAP)
- Paid holidays & paid sick time
Modern, collaborative workplaces in Rocky Hill, CT and Albany, NYWhile we have physical offices in Rocky Hill, CT and Albany, NY, our remote working policy offers employees the flexibility they need to do their jobs from anywhere. Employees receive the tools they need to collaborate in their jobs and connect with any member of the team, regardless of where they’re physically based.
Based on employee feedback, ADNET Technologies is one of the Best Places to Work in Connecticut from 2014 – 2022, Best Places to Work in the NY Capital Region in 2021, recognized regionally as one of the Best Places to Work by the Hartford Business Journal and Albany Business Review, ADNET Technologies ranks globally among the top MSPs in Channel Futures’ MSP 501 list and ChannelE2E’s Top 250 Public Cloud MSP list and nationally with the CRN MSP 500 2022 award.
Adnet Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Adent Technologies recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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