Salary $70,000 - $110,000 a year job type full-time number of hires for this role 1
Windows: 7 years (preferred)
Active directory: 5 years (preferred)
Full job description
Reboot networks is looking for a professional problem solver to take on the role of escalations engineer.
This position will coordinate with other internal resources to provide customer service the reboot wayThe person in this position must be a continuous learner who motivates and inspires others, who is able to form strong relationships with key client contacts, and who can step enthusiastically into the role of mentorship for internal team members.
Reboot networks has a culture of two-way learning and the escalations engineer will be expected to act as copilot to our director of technical services -- responsible for deliverables which will help the company meet strategic goalsThis manager will be responsible for escalating and resolving technical matters arising from both clients and internal team membersThe individual in this role must be comfortable interfacing with c-level contacts at outside firms, exercising skills in researching and executing high-level technical issuesThe ability to prioritize and multi-task while staying composed and executing rapidly are essential skills for the role.
The escalations engineer will be responsible for escalated technical requests from clients and will lead internal team members on technical tasksThe person in this role will learn and maintain deep familiarity with client contacts and environments, and will be the most knowledgeable resource in the company for client technical support issues and status trackingThis position will work closely with the professional services team to ensure smooth hand-off of post-project supportThe person in this role will meet daily with the dispatcher/ops manager to ensure timely resolution and handling of issues which may require escalation.
Company values and culture
Reboot networks values trust, reliability, thoroughness, and asks that our staff look ahead, beyond the immediate need, to advise clients and anticipate the futureThe individual in this role must strongly exemplify such core values at every levelAdditionally, reboot networks places a strong emphasis on communication – personable, human-centered, proactive, clear communication – when interacting with clients and internal technical team members alike.
Reboot networks is a domestically distributed team, with staff working in several us locations, including los angeles, seattle and bostonThis position is open to remote work with occasional ravel for meeting clients and collaborating with various reboot networks staff (travel estimated at 4 weeks/year)There may also be opportunities to attend industry conferences and eventsAs a remote professional who is driving progress for our team, this manager must be maximally accountable with prompt communication and availability, giving diligent attention to needs from clients and team members.
The individual we want
The ideal candidate will possess a strong desire for growth, intense work ethic, and excellent communication ability in both form and substanceTraining and mentoring on the specifics of the company will enable the candidate possessing the base skills outlined below to excel in this position.
Act as a technical escalation resource for all service desk and field technicians, and as a client relations escalation resource for the operations team
Maintains oversight and ultimate ownership of support tickets from escalation through resolution
Maintain mental catalog of open issues for key clients, and any issues which present potential or active roadblocks to outstanding outcomes for our service to clients
Works with dispatch coordinator as needed to ensure customer service delivery
Act as secondary dispatcher / tertiary intake staff in the event of primary team member unavailability
Builds and maintains rapport with clients and familiarity with their environments
Communicates with customers, team members and management regularly during all aspects of help desk operations and ongoing technical issues, including periodic reports and daily overviews for the leadership team
Assume direct responsibility for after-hours issues during on-call shifts
Develops and implements problem escalation procedures and ensures that newly implemented processes are consistently executed
Isolates recurring problems and trends to ensure that technical and operational efforts are effective and consistently addressed while driving toward permanent solutions
Leads by example, projecting a positive attitude and willingness to mentor and support others as needed.
Contributes to and improves the it knowledge base system
Experience in dispatch, operations, technical or customer service roles in an it consulting/outsourcing organization
It experience in a role directly supporting microsoft applications and/or network infrastructure
At least one year of demonstrated collaborative leadership in a supervisory role in an outsourced or in-house it team.
Demonstrated initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills
Proven ability to work effectively with team members
Receives direction and produces results in a timely manner with minimal oversight
Excellent organizational skills; ability to multi-task and prioritize work effectively with on-time, quality results
Ability to work efficiently in a fast-paced environment, while maintaining a high level of communication with users, clients, and other personnel
Absolute integrity, honesty and accountability
Bachelor’s degree in business, information systems, computer science, communications, professional writing, or english
Ability to resolve issues quickly, to 100% satisfaction of client expectations and company needs
Experience as a high-level user or administrator of connectwise
Mcdst, mcts, mcitp, actc, apple certified support professional, a+, security+, ccna or mcse
Other relevant it experience or certifications: apple/mac/iphone/ipad certs, linux proficiency, etc.
The preceding description provides qualifications for the position of escalations engineer at reboot networksThe information found in this job description does not encapsulate all requirements of the position but provides a basis for the general requirements expected in qualifying for and performing the position above.
We value our employees’ time and effortsOur commitment to your success is enhanced by our competitive compensation, profit sharing, and bonus plansWe also offer extensive benefits packages including paid time off, medical, dental and vision benefits, and future growth opportunities within the companyWe also offer reimbursement for travel, mobile communications and monetary encouragement/reward for testing and certifications under the microsoft certification programPlus, we work to maintain the best possible environment for our employees, where people can learn and grow with the companyWe strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
Job type: full-time
Pay: $70,000.00 - $110,000.00 per year
Paid time off
8 hour shift
Monday to friday
We are evaluating covid conditions and recommendations as they continue to change, and are advising our employees and clients accordingly.
Windows: 7 years (preferred)
Active directory: 5 years (preferred)
Work location: remote