The Escalations Engineer focuses primarily on troubleshooting Windows Server, Exchange, Office365, and Active Directory, server, application and desktop virtualization, and small-to-medium business virtual IT department issues. Escalation team members interact with many networks and clients, requiring agility, critical thinking, and complex problem-solving. This role is a recognized subject matter expert who knows how to apply theory and put it into practice with an in-depth understanding of the professional field with limited oversight from managers. This person independently performs the full range of responsibilities within the function, requiring deep job knowledge of their area typically obtained through higher education combined with experience.

Essential Duties & Responsibilities

Client Service

• Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner

• Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• Maintain exceptional client service, understanding client satisfaction and perception

IT Service and Support Functions

• Provide advanced IT support relating to technical issues involving Microsoft as well as clients’ technologies stack and core business applications 
• Provide technical assistance to service delivery team members with system requests
• Provide remote access solution support via VPN, terminal services, and Citrix
• Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Implement and support disaster recovery solutions
• Conduct extensive troubleshooting to identify root cause of issues.
• Perform other related duties as assigned

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to vCIO, Service Team Manager, or Escalations Team Lead
• Provide system documentation and consulting services to include system reviews and recommendationsand client-care skills in identifying potential concerns

• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay s notated on the ticket.
• Close tickets within 7 business days unless issue requires further delay s notated on the ticket.

Professional Development

• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies

• Ability to communicate and work effectively with end users over the phone and on-site
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Strong team player

Technical Skills

• Windows Server platform
• Active Directory and Group Policy Objects
• VMWare
• Veaam
• Hyper-V
• Azure infrastructure and networking
• Server hardware

• RDP / Terminal Services

Education and/or Experience

• College or Technical degree with 3 years of network maintenance experience, OR 
• 5 years of experience installing, administering, and maintaining network environments related to Microsoft, HP, Dell and/or Cisco

Language Skills 

• Ability to communicate professionally, in English, both written and orally
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Certificates, Licenses, Registrations 

• Valid Driver’s License
• Minimum of 2 professional IT certifications (Examples: Microsoft MCTS, MCM, or MCA; Citrix CCEA or CCIA; SonicWall CSSA; Cisco CCNA; or VMWare VCP) 

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone

• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

Commitment Limitations

• May not make a non-budgeted expenditure or commitment of the Company in excess of $500.00 without approval from Escalations Team Lead.
• May not enter into any contractual arrangements with a client

Business Behavior / Anti-Trust

• Do not discuss proprietary information (Company’s or client’s) or business in general outside of work requirement
• Do not discuss company prices or terms of sale unless with client in act of performing job
• May not divulge any confidential personnel/corporate policy including discussion of performance reviews or salary
• Will not engage in unprofessional conduct