Escalation Engineer

Summary/Objectives

The Escalation Engineer serves as a tier-3 resource for escalated service issues as well as the main driver for monitoring and other automated alerting systems. They should prioritize client-facing issues over others while being aware of the impact of proactive work done through monitoring and other alerts that may increase the overall quality of service. They should be available as time permits for assistance to the other tiers of service as needed. They sit between the service desk technicians and the system engineers and may be called into either world including to field work.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.
• Provide support for hardware networking and application issues; escalate complex problems to the appropriate groups as needed.
• 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.

Work Environment

This role operates in a professional office environment both at RJ Young and client locations. This role routinely uses standard office equipment such as computers phones etc.

Physical Demands

Requires prolonged sitting and some bending stooping and stretching. Must be able to lift IT related items for client support projects or implementation.

Position Type/Expected Hours of Work

• Full time job normally 40 hours per week.
• Occasional after-hours may be required for critical client issues.
• Occasional weekend or evening work required for some projects not to conflict with the clients office work schedules.

Travel

• Occasional travel may be required on an as needed basis.

Required Education and Experience

• High school diploma.
• Understanding of technology configurations and installation/project experience.
• Understanding of IT networking and security.
• Minimum 2 years of experience working on a service desk or similar role.

Preferred Education and Experience

• CompTIA A certification.
• Previous experience with a support or ticketing tool.
• Previous experience working as a support resource in a technical capacity in front of and with clients.

AAP/EEO Statement

RJ Youngprovides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Required Experience:

IC