Senior Escalation Engineer - Systems

Job Description

Job Description

Description : Job Summary

The Support Engineer provides leadership to both System Analysts and Support Administrators, execute extensive engineering / scientific support on systems, system elements, interfacing systems, components, devices and / or processes by using appropriate methods at every level for Menlo Inc. This position is responsible for responding and managing network connectivity issues and provide break / fix solutions and possible root cause analysis related to each of these technologies.

The Support Engineer takes the lead to research and provide solutions to complex problems. They must be able to work with minimal to no supervision on multiple concurrent complex projects and be able to coordinate work of others. The Support Engineer is a senior member of their collaborative team; as a technical expert, this position will also actively participate in the mentorship and development of mid-level and junior-level teammates.

Supervisory Responsibilities

Yes

Duties and Responsibilities

• Troubleshoot hardware including desktops, laptops, tablets, printers (local and networked) and other peripheral devices.
• Serve as a liaison between staff and technology to resolve issues and achieve desired results.
• Assist in training new employees.
• Share knowledge with colleagues and end-users.
• Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues.
• Enhance and support Menlo’s service offerings and technologies.
• Assist team in the resolution of helpdesk tickets within established Service Level Agreement timeframes.
• Support large implementations in a multi-location environment.
• Own the life cycle of a help desk ticket from initial submission through resolution or escalation as appropriate.
• Proactively identify systemic issues and resolve them.
• Collaborate with internal teams, in instances of escalated tickets, to ensure timely resolution.
• Improve efficiencies in day-to-day tasks.
• Maintain a working knowledge in managing and creating workflows.
• Identify opportunities for training and documentation and collaborate with senior team members on delivery.
• Perform other duties as assigned.

Requirements :

Required Skills and Abilities

Education and Experience