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