Escalation Engineer

Requirements

• Receive technical escalation tickets and prioritize the client experience.
• Monitor network service alerts and respond to critical alerts.
• Provide technical support for users via phone, email, remote or onsite.
• Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information.
• Provide suggestions with proactive suggestions as technologies evolve.
• Manage client expectations providing excellent customer service.
• Work closely with team members to prioritize critical issues.
• Collaborate with team members and client contacts to assist with project-related work.
• Provide proactive support based on ticket and support trends.
• Be willing to provide onsite support for clients as needed.

Benefits

• Health insurance
• Retirement plan
• Paid time off
• Life insurance