L2 Technical Escalation Engineer
- Employer
- Capital One
- Location
- McLean, Virginia
- Closing date
- Oct 24, 2021
View more
- Industry
- Financial Services and Banking
- Function
- Finance
- Hours
- Full Time
Job Details
L2 Technical Escalation Engineer
Summary:
The L2 Tech Escalations team is the primary point of escalation for Capital One's internal Service Desk providing support on all hardware, software, and mobility used by our Capital One associates and contractors. As the central hub between L1 and L3 teams, and in addition to resolving single user issues, the team has a heavy focus on process creation and optimization to ensure that goals of support towers and engineering teams are met. The end goal of the team is to provide quick and efficient solutions while delivering the best user experience possible that's to be expected of a world class organization.
Responsibilities:
- Provide remote technical support for Call Center agents located across the US.
- Shifts will cover core hours with some night/weekend on-call support.
- Field requests through multiple channels and platforms.
- Change the technical landscape and provide recommendations for improvements.
- Researching and solving problems across multiple areas and systems.
- Performing a wide range of services - and they will change over time as processes improve and priorities change.
Basic Qualifications:
- High School Diploma, GED, equivalent certification
- At least 3 years of experience in support and administration, to include remote administration and end user support
- At least 3 years of experience with Windows 10 or earlier operating system
- At least 3 years of experience with ticketing and traffic reporting tools
- At least 2 years of experience support Google Suite
Preferred Qualifications:
- Bachelor's Degree in Business, Information Systems or Computer Science
- 3+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
- 3+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX, AWS Workspaces)
- 3+ years of macOS Server administration experience
- 3+ years of experience with Active Directory
- 3+ years of experience with macOS - High Sierra or earlier operating system
- 3+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM
- 3+ years of experience with Mac experience supporting 100+ end users
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Company
We Don’t Only Think Big Things—At Capital One, We Do Big Things.
You’re dedicated to your career. You deserve professional satisfaction and personal fulfillment. You belong at Capital One.
Here, every day brings another chance to do impactful work that matters: helping millions of customers confidently manage their money, building stronger communities and delivering truly disruptive tech. You’ll give your all alongside some of the brightest, most resilient people in the industry—and in return, you’ll enjoy the growth opportunities, support, flexibility and benefits you need for an exhilarating life both on and off the job.
Be inspired. Be yourself. That’s #LifeAtCapitalOne.
Creating a Culture of Belonging
At Capital One, we value diversity, inclusion and belonging at our core. We’re building a place of belonging—where everyone can feel seen, heard, valued and free to be their authentic selves. We want to be a place of opportunity—where associates from all backgrounds innovate for our customers and communities, and build meaningful, fulfilling careers.
We endeavor to be a welcoming and inspiring place for all. We seek and embrace diversity. And we’re committed to having a diverse and inclusive workforce, focused on increasing the representation of underrepresented groups, strengthening our culture of inclusion and belonging and harnessing our scale to invest in our communities.
We’re focused on three core principles to advance diversity, inclusion and belonging across Capital One:
Create a culture of belonging where everyone can thrive and innovate
Attract and develop talent from all backgrounds and experiences
Ensure our systems and programs promote fairness and equity
Get a career with more at Capital One. Discover it for yourself today.
Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.
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