Senior Escalation Engineer
Summary:
Centaris has over 40 years’ experience helping businesses in Michigan with their IT services. We offer a stable work environment, with excellent benefits, in a fun and lively atmosphere.
The Senior Escalation Engineer is responsible for the resolution of escalated technical issues in Service. The Senior Escalation Engineer spends time resolving tickets and training team members to support our client base to provide our clients with outstanding service.
The Senior Escalation Engineer routinely spends much of their time resolving tickets that other engineers could not resolve for existing clients. Most tickets that are reactive service issues will be resolved here. Communication skills with internal staff and clients are necessary along with strong analytical, strategic, and problem-solving skills.
The Senior Escalation Engineer position should have a senior level of knowledge. They should have experience with Azure, WVD/RDS/Terminal Services, Networking, O365, and MS cloud technologies. They should be able to strategically develop these and understand other legacy MS solutions.
Job Details:
Responsibilities:
- Responsible for time entry, updating our ticketing system and completing documentation daily.
- Interact with clients to interpret their needs and requirements and to represent Centaris in the field.
- Perform overall quality control of the work other engineers are doing and assist as needed.
- Review engineering deliverables and initiate appropriate corrective actions.
- The ability to make proper recommendations or correct large systemic issues at clients.
- Be able to deal with emergency situations.
- Responsible for installing, replacing, upgrading, and recommending new hardware and other managed services.
- Complete assigned service tickets in a timely manner.
- Mentor and grow less experienced engineers throughout the organization.
Education and Experience:
Experience preferred but not all required
- MSP experience is helpful but not required.
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Experience with MS Azure, Intune, WVD, M365, and O365 migrations.
- Experience with SharePoint and Teams.
- Experience with RDS deployments.
- Experience with Server Migrations, DNS, and DHCP.
- Advanced technical support and the ability to troubleshoot at the network level: WAN and LAN connectivity, Layer 2/3 switching, routers, firewalls, and security.
- Experience with IPv4 and the ability to design networks
- Advanced understanding of operating systems, business applications, printing systems, and network systems.
- Experience with Cisco, HP and Meraki switches.
- Experience with Meraki, Cisco, Unifi WAP’s.
- Experience with Cisco and Sonicwall firewalls/routers.
- Experience with VMware up to version 7.0
- Experience with HP and Dell SAN’s.
- Experience with Server 2003-2019.
- Experience with Office 365, and Exchange 2003-2019 migrations/deployments.
- Experience with SSL certifications and implementation/renewal of certificates.
Skills:
- Ability to work independently or as part of a team and communicate effectively.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Self-motivated and driven with the ability to work in a fast-moving environment.