Network Escalation Engineer

Responsibilities:

Provide advanced remote technical support to clients over the phone using remote control tools

Conduct onsite advanced technical support at client location as needed

Diagnose and resolve server, storage and network infrastructure issues

Ensure client networks remain stable with maximum uptime through proactive and reactive technical support

Work with application vendors in troubleshooting application performance and errors

Build solid, long-term relationships with team members and our clients

Continue skills development; maintain proficiency in current technologies

Products and Services:

Windows Server 2016, 2019, & 2022

VMware or Microsoft Hyper-V virtualization technologies

Storage Area Network Architectures

Backup and Recovery technologies

Citrix and Microsoft Remote Desktop Services

Firewalls, Routers and Managed Switches (Fortinet, Cisco)

LAN / WAN / Wireless networking hardware and software technologies

Systems Management Software (HP Insight Manager, Dell OpenManage)

Behavioral Traits, Attitudes and Skills:

Exceptional listening skills; ability to translate client description to technical detail

Excellent skills in communicating step by step directions over the phone

Excellent oral and written communication skills

Attention to detail in both challenging and mundane tasks

Highly professional and personable at all times

Strong internal strength and focus to overcome technical challenges

Ability to work independently and with a team to meet goals and objectives

Possess and portray a level of self-confidence, yet know when to seek advice from teammates or vendor partners

Driven to learn new products and technologies by actively pursuing education and certification

Develop and maintain a high level of competency with the technologies supported

Prerequisites:

Real world experience in an advanced level network administration or technical support role

Strong communication and interpersonal skills

Strong analytical and organizational skills

Desire to do what it takes to solve technical challenges

Industry certifications from CompTIA, Microsoft, Fortinet, Cisco or VMware

Minimum of a four-year college degree or equivalent experience

Advanced level knowledge of Server Operating Systems, Storage Area Network Architectures, Network Applications and LAN / WAN / Wireless Technologies