Senior Escalations Engineer

Baltimore, MD
Jul 19, 2019
Jul 21, 2019
Engineer, IT, QA Engineer
Full Time
The Senior Escalations Engineer plays a critical role in our success and is at the core of our service offerings. Our ideal team members strive to provide a high-level of customer service and have a passion for technology with a demonstrated willingness to learn more.As a Senior Escalations Engineer, Picture YourselfTaking ownership of customer incidents and requests by providing telephone, remote, and email support to our clients and logging incidents and requests. Serving as a technical escalation point of contact for Service Desk Engineers. Performing advanced Firewall, DFS, Azure, Office 365, Windows Server, and Exchange Server migrations, configurations and troubleshooting. Identifying backup and restore solutions for Backup Exec, Carbonite, Mosey Pro, and Acronis. Provisioning, implementing, and troubleshooting SSL certificates. Troubleshooting and maintaining server hardware and networking infrastructure. Remediating virus, malware, and spyware issues. Performing VMWare and VoIP troubleshooting and advanced Citrix troubleshooting. Troubleshooting advanced issues related to the latest versions of Microsoft Office applications. Our Ideal Senior Escalations Engineer IsAn experienced IT Generalist with a few years of related experience. Proficient supporting the latest versions of the following technologies: Windows Server, Exchange Server, Small Business Server, SQL, Active Directory, Citrix, Firewalls, DNS, DHCP, VMWare, Office365, Mac, SSL, VoIP, Microsoft Office Applications and Microsoft Office. A fantastic communicator who can explain just about anything to anyone and is comfortable communicating with clients over the phone and in writing. Customer service oriented and passionate about creating an un-matched customer experience. Able to deliver excellence and can succeed in a fast-paced, high volume environment. Available to work flexible hours when needed. Industry certified with CompTIA: A+, Network +, Microsoft: MTA, MCSA-Office365, MCSA-Windows Server, MCSA-SQL Server, MCSE-Server Infrastructure, MCSE-Messaging (Exchange Server) Cisco: CCNA, Dell: Sonicwall basics or advanced, Citrix: CCA, VMWare: VCP-5.5-6.0. Dataprise is an Equal Opportunity Employer.