What are the responsibilities and job description for the NOC Escalations Engineer position at Protech Services Group Inc?
ProTech Services Group, Inc. is seeking a NOC Escalations Engineer for a permanent role in Memphis, TN. Position is in-office at various clients in the Memphis area.
The Escalation Engineer is responsible for assisting other Systems Administrators, Engineers, and management by performing tasks to support our clients in an effective and proactive manner while providing excellent customer service.
Job Description
- Work service tickets for various clients in varying degrees of difficulty:
- Microsoft Servers
- Active Directory
- VMWare
- SAN Technologies
- Desktops
- Mobile Devices
- Network Equipment (Firewalls, Routers, Switches)
- Citrix and/or RDS Services Support
- Project engineer for projects including client onboarding, systems upgrades, enhancements, replacements and the like.
- Be “IT Lead Engineer” for clients
- Perform routine system maintenance
- Provide Level II escalation support for Level I and II NOC Engineers
- Provide excellent customer service to all clients
Skills and Qualifications
- Enhanced experience supporting Microsoft server operating systems
- Enhanced experience with various firewall technologies
- Enhanced experience with various routers, switches, wireless, etc.
- Enhanced experience with remote management methodologies including WMI, SNMP, etc.
- Effective communication skills (Verbal and written)
- Proven, excellent customer service
- Patience under stressful situations (i.e. network outages, server down, etc.)
- Ability to think critically by using reasoning to identify the strengths and weaknesses of alternative approaches to problems
- Ability to work alone, in a group, or under direct supervision effectively
- An attitude conducive to learning and accepting challenges head on is a must
Education and Work Experience
- 3 years of relevant support experience
- Experience in call center or network operations center a plus
- College degree is a plus, not a requirement
- IT Certifications are a plus
Other
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times