BismarckRecruiter Since 2001
the smart solution for Bismarck jobs

Escalation Engineer

Company: Network Center, Inc.
Location: Bismarck
Posted on: October 10, 2019

Job Description:

SUMMARY OF RESPONSIBILITIES: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 FUNCTIONS:Quickly and accurately assess the impact of an escalated issue and prioritize accordinglyInterface with appropriate technical personnel for customer problems that cannot be resolved effectivelyDrive problem investigations and resolution as requiredDeliver resolutions in a timely manner amidst multiple on-going investigations and escalationsMonitor and manage communications during high impact events via relevant channelsFunction as the customer's single point-of-contact for problem identification and resolution for issues that have been escalated by the teamCollaborate with the appropriate departments to develop and maintain a technology plan that supports customer needsCollaborating with key stakeholders across NCI to improve the customer experience and develop mechanisms that support operational excellenceServe as an internal escalation pointRegularly mentor team members and effective communication across teams and managementIdentify any common issues or trends and suggest enhancements for long term correctionDrive down mean time to engagement and communication for all ticketsContinuously identify and improve internal processesMaintain a positive work environmentEnsure consistency of existing systems by enforcing standards/procedures for implementing technical solutionsFind and escalate issues that have not been resolved in a timely manner and/or appear to be abandonedAbility to maintain composure in dynamic and high-pressure situationsDocument customer networks where neededBe a champion of elevating the Support Team technical aptitude by performing individual and team training sessionsREQUIREMENTS:Associates degree and/or 8+ years relevant work experience3 certifications - A+, Network +, Server +, MCSA, VTSP or other industry certifications1 advanced certification - CCNA, VCP, MCSEAble to consistently and independently troubleshoot complex issuesMeet or exceed 100% of projected billable hourCustomer CSAT score above 94%

Keywords: Network Center, Inc., Bismarck , Escalation Engineer, Engineering , Bismarck, North Dakota

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Engineering Jobs


Hybris DevOps Engineer
Description: Requisition Number: 70537--Insight is looking to add a dynamic--Sr Hybris--DevOps Engineer--to join our--Global team--that will work on designing, developing and supporting the Hybris platform to connect (more...)
Company: Insight Enterprises, Inc.
Location: Bismarck
Posted on: 10/13/2019

12N Horizontal Construction Engineers
Description: AGE REQUIREMENTS: Must be between the ages of 17 and 35 br br Before a road, airfield, or a building can be constructed, all obstacles must be removed from the site. As a Horizontal Construction Engineer (more...)
Company: Army National Guard
Location: Bismarck
Posted on: 10/6/2019

Escalation Engineer
Description: SUMMARY OF RESPONSIBILITIES: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 (more...)
Company: Network Center, Inc.
Location: Bismarck
Posted on: 10/10/2019


Graduate/Junior Electrical Engineer
Description: WORLEYPARSONS IS A RECOGNIZED LEADER IN PROVIDING PROFESSIONAL SERVICES TO THE ENERGY, RESOURCES, CHEMICALS AND INFRASTRUCTURE INDUSTRIES, AND WE CONTINUE TO PUSH BOUNDARIES AND EXTEND OUR CAPABILITIES (more...)
Company: Worley
Location: Bismarck
Posted on: 10/18/2019

Light-Wheel Vehicle Mechanic (91B)
Description: 91B Light-Wheel Vehicle MechanicJob ID: Job Views: 34Location: BISMARCK, North Dakota, United StatesZIP Code: 58506Job Category: Mechanic and MaintenancePosted: 09.19.2019Age Requirements: Must be between (more...)
Company: Army National Guard
Location: Bismarck
Posted on: 09/26/2019

Design Engineer - Recent grads apply
Description: Designer Engineers br br Contract Opportunity br br If you are ready to work with a growing company on exciting projects at an industry leader than Kelly Services has an opportunity for you as (more...)
Company: Kelly Services
Location: Bismarck
Posted on: 10/20/2019

Escalation Engineer
Description: SUMMARY OF RESPONSIBILITIES: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 (more...)
Company: Network Center, Inc.
Location: Bismarck
Posted on: 09/25/2019

Field Service Technician II
Description: Description Job Description:No two career paths will ever look the same. At Leidos, we know the most talented and diverse IT and engineering professionals will always have a multitude of career choices (more...)
Company: Leidos
Location: Bismarck
Posted on: 10/20/2019

Log In or Create An Account

Get the latest North Dakota jobs by following @recnetND on Twitter!

Bismarck RSS job feeds