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Talent Guaranteed
IT Escalation Engineer
Location
Philippines
Posted
96 days ago
Salary
0
Seniority
Senior
Job Description
IT Escalation Engineer
Manila Recruitment
• Provide escalation support for Support Desk, Client Account Management team, Cloud / Datacenter team, Proactive team, and Projects • Provide technical leadership to teams in support of clients • Mentor other team members and identify people, process and technology gaps in service teams • Work with internal teams, clients, and vendors to ensure high quality of service and client satisfaction • Answer technical questions and develop solutions for client needs with Client Concierge team • Participate in Solutions Incident and Response security team • Communicate with management regarding escalated service tickets • Maintain best practices and standards; recommend improvements • Participate in strategy and consulting meetings on technical matters • Direct clients through issue resolution including client meetings and updates • Encourage problem solving/documentation/SOP compliance by support team members • Meet applicable regulatory requirements • Responsible for special projects as assigned • Perform other duties as assigned
Job Requirements
- Bachelor’s Degree in Information Technology, Science, Engineering or related
- Minimum of 5 years in a Help Desk Escalation role and in an MSP environment
- CompTIA A+, CompTIA Security+, CompTIA Network+, or CCNA certifications
- Basic understanding of Citrix and VMWare Horizon
- Intermediate understanding of layer 2 & 3 switches
- Advanced firewalls using common platforms like (Watchguard, Sophos, Cisco, etc.)
- Advanced understanding of Windows networking to include: Domains and trusts, Group Policies, permissions, UAC, DNS, DHCP and general administration tasks and troubleshooting
- Ability to communicate technical information, both verbal and written, to a wide range of users and ability to multi-task and adapt while maintaining a clear focus on priorities
- Strong client service client focus and orientation. Excellent interpersonal communication skills that span both business and technical audience
- Strong organization and attention to detail skills
- A**dvantageous skills or nice-to-haves:**
- VMWare and Hyper-V hypervisor experience
- Intermediate knowledge of PowerShell scripting
- Intermediate knowledge of DBMS systems like Oracle, Microsoft SQL, Postgres, etc.
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