Network Escalation Engineer

About the job 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