Are you a dedicated and driven Escalation Engineer with experience providing exceptional technical assistance Do you have a deepseated experience with desktop and server operating systems specifically the Microsoft Windows Family and Linux Are you looking to join a company developing the latest cutting edge technologies in the cloudcomputing space If you answered yes to these questions please read further The Opportunity Our client a technology development company within the emerging cloudcomputing space is seeking an Escalation Engineer to ensure that both external customers and internal staff members are receiving the appropriate technical assistance they require This position will be located in RaleighDurham NC Responsibilities The Escalation Engineer will be responsible for developing and executing all procedures related to the identification prioritization and resolution of customer and internal service requests including the monitoring tracking and reporting of all Service Desk Functions Specific responsibilities include Establish and enforce Service Desk service level agreements (SLA’s) in consultation with customers to establish problem resolution expectations and timeframes Analyze performance of Service Desk activities and documented resolutions identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems Manage the processing of incoming requests to the Service Desk via telephone and email Design and enforce request handling and escalation policies and procedures Coordinate andor perform handson fixes including installing and upgrading software installing hardware implementing file backups and configuring systems and applications Track and analyze trends in Service Desk requests and generate statistical reports Identify recommend develop and implement end user training programs to increase user knowledge and selfsufficiency Contribute to the development and dissemination of help sheets usage guides knowledgebase and FAQ lists for end users Train coach and mentor Help Desk Technicians and other junior support staff Requirements University degree andor 35 years of equivalent work experience Exceptional knowledge of internetworking technologies with special emphasis on virtualization and cloud technologies and hardware Extensive support experience with Windows Linux Firewalls Networking and other 3rd party applications Strong working knowledge of a wide range of diagnostic and analysis utilities Exceptional interpersonal skills with a focus on listening and questioning skills Ability to present ideas in userfriendly language to nontechnical staff and end users VCP certification preferred Carlyle Conlan actively recruits and refers applicants for all jobs without regard to race religion color sex age or national origin As a professional search firm we will only be responding to those inquiries that most closely align with the stated requirements Please include the Position ID “CC2211 in the subject line of your correspondence to ensure review Carlyle Conlan is a leading privately held executive search firm that specializes in referring talented professionals to emerging growth maturing and established organizations within our fields of expertise both nationally and globally For more information please visit our website at wwwccesearchcom
Dice - 10 months ago
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