Summary/Objectives
The Escalation Engineer acts as a tier-3 resource for escalated service issues and is responsible for monitoring and managing automated alerting systems. This role emphasizes prioritizing client-facing issues while balancing proactive tasks such as monitoring and alert response to improve overall service quality. The engineer collaborates with both service desk technicians and system engineers and may engage in fieldwork as needed. Additionally, they provide support to other service tiers when time permits.
Locations: Nashville TN, Chattanooga TN, or Huntsville AL
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Receive technical escalation tickets and prioritize the client experience.
- Monitor network service alerts and respond to critical notifications.
- Provide technical support for users via phone, email, remote access, or onsite visits.
- Troubleshoot and support hardware, networking, and application issues; escalate complex problems to appropriate teams when necessary.
- Create, update, and maintain documentation to ensure efficient access to critical information.
- Offer proactive suggestions for improving systems as technology evolves.
- Manage client expectations and deliver exceptional customer service.
- Work closely with team members to prioritize and resolve critical issues.
- Assist with project-related work through collaboration with team members and client contacts.
- Provide proactive support by analyzing ticket and support trends.
- Be willing to provide onsite support for clients when required.
Work Environment
This role primarily operates within the client's professional office environment, involving support, implementation, and training efforts.
Physical Demands
- Must be able to climb ladders for projects.
- Must be able to lift equipment required for client support and projects.
Position Type/Expected Hours of Work
- Full-time position, typically 40 hours per week.
- Occasional after-hours work may be required to address critical client issues.
- Weekend or evening work may be necessary for some projects to avoid disrupting client operations.
Travel
- Occasional travel may be required on an as-needed basis.
Required Education and Experience
- High school diploma or equivalent.
- Experience with technology configurations, installations, and projects.
- Knowledge of IT networking and security principles.
- Minimum of 2 years of experience working on a service desk or in a similar role.
Preferred Education and Experience
- CompTIA Network+ certification is preferred.
- Experience using support or ticketing tools.
- Previous experience providing technical support to clients in a professional setting.
AAP/EEO Statement
This company provides equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. This policy applies to all aspects of employment, including recruiting, hiring, promotion, and training.
Other Duties
Employees may be assigned additional duties, including completing necessary paperwork and attending company meetings, as directed. The job description is not intended to list all duties and responsibilities, which may be adjusted as needed.
