Escalation Engineer

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Department: Support Team Reports to: Support Team Lead
Classification: Salary Location: Fargo, ND

 

Are you interested in a dynamic IT career where you make a difference to customers and share in the success of the company? Network Center Incorporated (NCI) is a Service Provider with over 600 customers across the Midwest. We are 100% employee owned with a focus on a positive team-based culture and believe happy employees will create happy customers! Our core values drive all that we do – Commitment to Employees, Dedication to Customer Success and Responsible Innovation. Within NCI, our services team supports our customers from service desk to infrastructure consulting and custom application\website development, offering a variety of career paths and opportunities. We hear from our employees that one of their favorite things about working at NCI is the experience they get working with a wide range of different technologies and customer environments. 

SUMMARY

The primary responsibility of the Escalation Engineer is to utilize technical programs and tools as needed to provide customers with assistance and solutions for complex technical issues related to Hardware, Software, and Networking. The Escalation Engineer is a both a client-facing and internal-facing role that requires effective and timely communication with customers, techs, and Team Leads on new and existing tickets that have been escalated. Individuals in this role will be expected to triage, identify a resolution and execute against that, or when appropriate escalate the appropriate team.  The Escalation Engineer will collaborate with Team Leads and other technical resources for next steps and provide technical mentoring to the Support Team when necessary. 


All professional service positions are expected to drive revenue and customer satisfaction through up to date communication, accurate time keeping, thorough documentation and overall issue resolution. 

ESSENTIAL DUTIES

  • Quickly and accurately assess the impact of an escalated issue and prioritize accordingly
  • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • Drive problem investigations and resolution as required
  • Deliver resolutions in a timely manner amidst multiple on-going investigations and escalations
  • Monitor and manage communications during high impact events via relevant channels
  • Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
  • Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs
  • Drive down mean time to engagement and communication for all tickets
  • Identify any common issues or trends and suggest enhancements for long term correction
  • Continuously identify and improve internal processes
  • Collaborating with key stakeholders across NCI to improve the customer experience and develop mechanisms that support operational excellence
  • Serve as an internal escalation point
  • Regularly mentor team members and effective communication across teams and management
  • Maintain a positive work environment
  • Ensure consistency of existing systems by enforcing standards/procedures for implementing technical solutions
  • Find and escalate issues that have not been resolved in a timely manner and/or appear to be abandoned
  •  Ability to maintain composure in dynamic and high-pressure situations
  • Document customer networks where needed
  • Be a champion of elevating the Support Team technical aptitude by performing individual and team training sessions

 

REQUIREMENTS

  •  Associates degree and/or 8+ years relevant work experience
  • 3 certifications | A+, Network +, Server +, MCSA, VTSP or other industry certifications
  • 1 Advanced Certification | CCNA, VCP, MCSE
  • Able to consistently and independently troubleshoot complex issues