Escalation Engineer

Data-Core Systems, Inc. is a provider of information technology, consulting and business process services. We offer breakthrough tech solutions and have worked with companies, hospitals, universities and government organizations. A proven partner with a passion for client satisfaction, we combine technology innovation, business process expertise and a global, collaborative workforce that exemplifies the future of work. For more information about Data-Core Systems, Inc., please visit https://datacoresystems.com/.

Data-Core Systems Inc. is seeking Escalation Engineer to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and implementation of complex applications, often using new technologies. You will provide technical expertise and systems design for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team.

Responsibilities:

• Advanced Troubleshooting:
  • Resolve complex desktop-related incidents escalated from Tier 1 and Tier
    2 within 48 hours (Tier descriptions noted in section 4 below).
  • Maintain a resolution accuracy rate of 95% for advanced issues.
  • Escalate Tier 3 issues related to managed service providers associated with
    applications.
• Root Cause Analysis:
  • Conduct root cause analysis for recurring issues, documenting findings within
    five business days.
    o Implement and verify permanent solutions for 100% of identified root causes.
• System Optimization:
• • Perform performance tuning and optimization of desktop systems, achieving a
    10% improvement in system performance metrics on a bi-annual basis.
  • Regularly review system logs and reports, addressing anomalies within 24
    hours.
• Advanced Configuration and Deployment:
  • Lead the deployment of advanced desktop configurations and applications,
    ensuring 100% compliance with technical specifications.
  • Develop and implement automation scripts to streamline desktop management
    processes, reducing manual effort by 20% on a bi-annual basis.
• Collaboration and Knowledge Transfer:
  • Collaborate with other IT teams on cross-functional projects, contributing
    technical expertise.
  • Conduct monthly knowledge transfer sessions with Tier 1 and Tier 2 support
    teams, ensuring knowledge retention of at least 90%

We are an equal opportunity employer.