Escalation Engineer II

What You’ll Do

As the Senior Escalation Engineer at Bellwether, you’ll be the person who finds answers to the problems no one else can solve. You’ll use your extensive knowledge and troubleshooting prowess to go deep into the technical weeds to uncover the root cause of issues and get them fixed. While you’ll have your head down as you go deep into client infrastructure, you’ll emerge often to act as teacher and share your knowledge while you mentor less experienced engineers who are eager to learn from you.

What a Typical Day Looks Like

You’ll have a lot of variety in your day-to-day work because no two client IT environments are the same, and because stuff happens and new issues pop up all the time. You’ll have a lot of interaction with our internal teams, especially the Service and Systems Team.

The Project Team may call on you when they need your insight. Cybersecurity is woven into just about everything we do, so you can expect to working with that team and tech stack as well.

Some days might be longer than others when there’s an urgent issue disrupting client operations. That’s going to require some flexibility on your part. Most of the time, however, you’ll prioritize your own workload and we’ll be flexible on our end so that you can manage your hours.

What Success Looks Like

At the end of the day, no one will blame you if you feel a little bit like a hero. Afterall, we’ll be counting on you to be the last link in our escalation chain. When it comes down to it though, you care more about our clients and their experience than in admiring your cape. What’s more you won’t feel like your job is really done until the whole team can benefit from what you’ve learned.

What a Good Fit Looks Like

We’re only kidding a little bit about the cape because to work successfully in this position you need top notch technical skills and confidence in your problem-solving abilities. Not only can you solve problems but you live to solve problems. This role is extremely autonomous so you need to be good at managing your time and prioritizing your work. At the same time, you appreciate being part of a team that you can call on when you need to bounce around some ideas, or lift up by sharing what you know.

What About Advancement?

This position is the top tier of the Service team but don’t think that means this role is a ceiling. Our organization is growing and evolving and what we look like today isn’t necessary what we’ll look like in a couple of years. We like to grow people here, so if there’s a direction that you want to go that is a mutual benefit, we’ll do what we can to help you get there.

Why Work at Bellwether?

Bellwether is an established IT consulting company located in the New Orleans area, serving small to medium-sized businesses across the region.  We have been providing our clients with leading IT support and strategy for over 40 years. Our employee-centric culture has led to Bellwether being named one of the “Top Workplaces" by the Times-Picayune year in and year out. We are especially proud of this recognition as it is voted on by our employees.

We encourage both professional and personal growth in a friendly, business casual work environment. Company-sponsored employee events.  Health, Vision and Dental insurance benefits, 401k, paid vacations, and holidays. Competitive compensation.

Requirements We’re Looking For

• Experienced and confident in VMware ESXi and vCenter management
  
  • VM and Host management
  • Resource monitoring
• Windows Server Troubleshooting
  • Windows OS Repair and Recovery
  • Understanding of Remote Desktop deployments
• Solid Understanding of Server SSL Certificate Tasks
• Switch management skillset
  • Multiple vendors ideal
  • CLI experience a must
• Firewall experience
  • SonicWALL, Cisco ASA, Fortigate
  • Experience troubleshooting routing and using packet capture to diagnose issues
  • Knowledge of use of bandwidth guarantees and other traffic shaping
• Experience performing network discovery
  • Use of CDP/LLDP and MAC address tables to map and traverse the network and locate devices
  • Ping scanning and TCP port testing