The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should prioritize client-facing issues over others, while being aware of the impact of proactive work done through monitoring and other alerts that may increase the overall quality of service. They should be available, as time permits, for assistance to the other tiers of service as needed. They sit "between" the service desk technicians and the system engineers and may be called into either world, including to field work.

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 alerts.

●       Provide technical support for users via phone, email, remote or onsite.

●       Provide support for hardware, networking, and application issues; escalate complex problems to the appropriate groups as needed.

●       Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information.

●       Provide suggestions with proactive suggestions as technologies evolve.

●       Manage client expectations providing excellent customer service.

●       Work closely with team members to prioritize critical issues.

●       Collaborate with team members and client contacts to assist with project-related work.

●       Provide proactive support based on ticket and support trends.

●       Be willing to provide onsite support for clients as needed.

  Competencies            

1.      Customer focus - Knowing the (internal and external) customer business needs and acting; accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service.

2.      Data gathering and analysis - Collecting, consolidating, and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.     

3.      Empathy - Showing interest in other people's feelings, attitudes, and reasoning.                

4.      Oral communication - Shaping and expressing ideas and information in an effective manner.          

5.      Problem solving - Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.                                                         

6.      Written communication - Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology that is understandable for the reader.         

Skills

1.      Collaboration

2.      Creative Thinking

3.      Customer Service

4.      Data Analytics

5.      Multitasking

6.      Problems Solving

Supervisory Responsibility

This position will not have any direct reports.

Work Environment

This role operates in a professional office environment both at RJ Young and client locations. This role routinely uses standard office equipment such as computers, phones, etc.

Physical Demands

Requires prolonged sitting and some bending, stooping, and stretching. Must be able to lift IT related items for client support, projects, or implementation.

Position Type/Expected Hours of Work

●       Full time job, normally 40 hours per week.

●       Occasional after-hours may be required for critical client issues.

●       Occasional weekend or evening work required for some projects not to conflict with the client’s office work schedules.

Travel

Occasional travel may be required on an as needed basis.

Required Education and Experience

●       High school diploma.

●       Understanding of technology configurations and installation/project experience.

●       Understanding of IT networking and security.

●       Minimum 2 years of experience working on a service desk or similar role.

Preferred Education and Experience

●       CompTIA Network+ certification.

●       Previous experience with a support or ticketing tool.

●       Previous experience working as a support resource in a technical capacity, in front of and with clients.