Job Reference 20-0214
Post Date 9/23/2020
CARC Yes
City/Location Anchorage
State AK
Point of Hire Seattle, WA
Company AIT-Arctic Information Technology, Inc.
Type of Position Regular Full-Time
FLSA Status Exempt
Description
The Escalation Engineer is a highly skilled technical resource that thrives on supporting diverse networks while providing excellent customer service. This person serves as senior escalation point for complex issues and works issues through to completion with minimal supervision. As a seasoned professional, the Escalation Engineer also participates in the onboarding process for new IT managed services Clients. This is a non-managerial position.
ESSENTIAL FUNCTIONS:
Escalation Engineer / Tier 4:
Serves as highest escalation point within the Network Operations Center (NOC) for highly technically complex or sensitive issues and complete Root Cause Analysis.
Conducts analysis thru resolution for support issues in a breadth and depth of topics such as servers, virtualization, laptop/desktops, networking/connectivity, data integrity, system accessibility, and cyber security
Works issues thru to completion with minimal supervision
Dispatches for outages or onsite needs as appropriate (in communication with IT Services Manager)
Works Tier 1 - 3 issues as needed
Provides technical and professional mentorship to NOC team
Critical Incident technical owner
Perform OS upgrades and replacement switches
Perform site visits to Clients for field work, as needed
Works with Support Center management to ensure that Arctic IT is fully meeting service obligations and promptly identifies any obstacles or suggested enhancements in service delivery
Assist with best practices, internal documentation, and processes
ArcticCare Onboarding / ArcticCare Health Assessment:
Actively engaged in onboarding projects to onboard new managed services Clients
Oversees/Deploys agents, AV, leveraging other resources as appropriate
Develops/updates/files critical Client documentation and information
Facilitates communication to AC team on progress and completion
Coordinates with Security Operations Manager for security onboarding tasks
Participates in ArcticCare Health Assessments to gather technical information for prospective Clients
Reviews existing infrastructure
Deploys managed services agents on servers/workstations for telemetry gathering
Generates findings, assessment, and recommendations for the Sales team
Provides guidance and training to System Administrators on completing Health Assessments
Supports Account Managers and Technical Account Engineer by providing information as required for Client Business Reviews Meetings
Provides leadership on Client specific tools support and escalates issues to Internal IT that could be platform related and provide support as required through resolution
Other duties as assigned
KNOWLEDGE, SKILLS & ABILITIES:
Maintains working knowledge of Microsoft 365 and Azure products, resources, features, security, and compatibility with ArcticCare
Strong understanding of available tools to assist in daily tasks; quick learner and have a thirst for knowledge
Able to work quickly, accurately, and efficiently
Committed business ethic; always ready to work throughout the duration of scheduled shift
Strong written and verbal communication skills
Independent worker and able to work effectively on daily tasks without direct supervision
Strong organization skills and ability to multi -task
Work well with Clients at all levels, from executive to IT to end user
Pleasant and professional demeanor in all Client and internal communications
Ability to remain calm in stressful situations
Operates with Client satisfaction in mind
Requirements
QUALIFICATIONS:
6+ years of combined technical consulting, system administration, or network administration experience in an enterprise environment
Bachelor’s degree in MIS, Computer Science, or related field highly preferred, may substitute work experience
Maintains current Microsoft certifications and other certifications as applicable (such as CCNA)
Extensive knowledge of current Windows Server versions, current Client operating systems Active Directory and Azure AD and Exchange Solutions (on premise and cloud)
Experience with Microsoft Cloud solutions including Azure and Microsoft 365 deployments, maintenance, and architecture
Working knowledge with data storage deployment, support, capacity planning and provisioning with SAN, NAS, iSCSI, direct-attached storage & storage virtualization
Extensive knowledge of network, network protocols, routing, switching and firewalls
Comprehensive understanding of anti-virus and backup solutions
Prior experience in implementing and supporting virtual environments (preferably Hyper-V) with an eye towards scalability and performance
Ability to shift schedule for evening or weekend work occasionally
Ability to travel to Client sites as needed, leveraging personal vehicle for local dispatch
Cell phone and on call accessible
Must have valid state driver’s license, reliable personal transportation, and auto insurance
Applicants subject to Federal, State and Local government security investigations and must meet eligibility requirements related to the clearance process
WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Job may require some travel.
PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
Except as provided otherwise under applicable law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
Please view Equal Employment Opportunity Posters provided by OFCCP.