We are expanding our operations and seeking to grow our team. We have an opening for an Escalation Engineer to join our Service Delivery Team. 

Escalation Engineer Duties and Responsibilities

• Be Fanatically awesome all the time!
• Be an active advocate for customer satisfaction
• Provide technical excellence for systems, software, and hardware
• Document/Update internal Kb’s, SOP’s, Wiki’s
• Ask educated questions and listen to customers to determine the root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Participate in training incoming staff
• Report significant and recurring issues
• Participate in the After Hours Escalation on-call rotation

Escalation Engineer Requirements and Qualifications

• Proven experience as a senior technical engineer, preferably in an MSP Environment
• Ability to diagnose and resolve advanced issues
• Excellent communication skills
• Keen attention to detail, the memory of patterns, and interest in problem-solving
• Consistently demonstrate the Core Values and meet standard metrics
• Current Microsoft, Azure or cloud computing, CCNA certifications or equivalent
• Advanced skills in the management of Active Directory Domain environments
• Proficient in networking, for both on-premise and cloud-based networks. 
• A minimum of 5 Years experience in support and engineering of Windows on-premise and cloud environments