NOC Escalations Engineer

Job Description

Job Description

ProTech Services Group, Inc. is seeking a NOC Escalations Engineer for a permanent role in Memphis, TN. Position is in-office or at various clients in the Memphis area.

The Escalation Engineer is responsible for assisting other Systems Administrators, Engineers, and management by performing tasks to support our clients in an effective and proactive manner while providing excellent customer service.

• Work critical service tickets in varying degrees of difficulty and sensitivity:
• Microsoft Servers (deploying, and integration in SMB environments)
• Active Directory (DFRS, AD Sync, multi domain forest) and SharePoint
• Intune device management and Autopilot experience a plus.
• VMWare (vCenter installation/upgrade, cluster management, centralized storage)
• SAN Technologies
• Layer 3 network topology (Firewalls, Routers, Switches, Switch Stacks, VLANs)
• Must be able to diagram network setup for documentation purposes.
• RDS Services (both for administration and published application roles)
• Project engineer for projects including 365 Tennant creation, infrastructure design and installation, as well as life cycle management and rotation.
• Be “IT Lead Engineer” for clients
• Perform sensitive migration and critical event occurrences.
• Provide Level III escalation support for Level I and II NOC Engineers
• Provide exceptional customer service to all clients and prospects.

Skills and Qualifications

• Enhanced experience supporting Microsoft server operating systems
• Enhanced experience with various firewall technologies
• Enhanced experience with various routers, switches, wireless, etc.
• Enhanced experience with remote management.
• Effective communication skills (Verbal and written)
• Proven, excellent customer service
• Patience under stressful situations (i.e. network outages, server down, infosec intrusion etc.)
• Ability to think critically by using reasoning to identify the strengths and weaknesses of alternative approaches to problems as well as larger scale implications and communicate that.
• Ability to work alone, in a group, or under direct supervision effectively. Must be self-paced and self-starter.
• An attitude conducive to learning and accepting challenges head on is a must.

Education and Work Experience

• 6 years of relevant IT support experience.
• Experience in call center, network operations center or large MIS department preferred.
• College degree is a plus, not a requirement.
• IT Certifications are a plus.

Other

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.
• Weekend and night work as required by client needs.