Systems Escalation Engineer

Want to work for a company built by IT people for IT people? Looking for a position to combine your world class people skills and your top-notch IT knowledge? Good, because we have been searching all over Husker Nation for you. Are you in? This position is responsible for providing advanced technical support and expertise in the areas of systems and server management. This role requires deep knowledge of server hardware, operating systems and virtualization.

ABOUT US

• We were born in Nebraska, raised in Nebraska, and enjoy serving the Midwest with offices in Lincoln, Omaha, Kearney, Central City & St. Louis, Missouri. 
• We are growing insanely fast, fast enough to make the Inc 5000 list 9 years running.
• We are all about our company culture so much so, that it’s our #1 priority.
• We believe life is an adventure to be lived. With more than 170 engineers, there are enough resources to go around. You can log off and know that someone else has your back so you can get out and enjoy life.
• We love giving back to the community. In fact, we set aside dollars each month for employees to donate to causes they are passionate about.

Role Summary 

This position is responsible for providing advanced technical support and expertise in the areas of systems and server management. The Systems Escalation Engineer serves as the highest point of technical escalation for complex issues that cannot be resolved by Primary Teams. This role frequently collaborates with Primary Team Engineers as a resource for guidance on solutions involving systems and server management. This role requires deep knowledge of Azure services and design, operating systems and virtualization.   

CORE RESPONSIBILITIES

•  Act as the final point of escalation for technical issues related to systems and servers. 
• Diagnose, troubleshoot, and resolve complex technical issues involving server infrastructure, operating systems, and related services. 
• Provide expert-level support for virtualization and cloud environments. 
• Responsible for entering or updating service tickets and time and expenses in ConnectWise as it occurs 
• Actively participate in disaster recovery and 911 situations relating to client systems and servers 
• Provide the highest level of customer service, perception, and satisfaction 
• Work through a daily schedule in ConnectWise of on-going ticket review 
• Update tickets regularly and keep the customer and or team informed, i.e., keeping them informed of incident progress, notifying them of impending changes or agreed outages 
• Work with vendors as needed  
• Work with the Service Team Leads to ensure client requests are prioritized appropriately. 
• Provide updates as necessary 
• Provide guidance to Field Service Team Engineers on system solutions 
• Maintain internal tools with system updates as necessary Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review 
• Maintain proactive work each month to keep systems updated  
• Create and maintain internal documentation  
• Serve as an SME and facilitate training as requested 
• Help create internal processes, define standards, and implement best practices 
• Serve on internal committees and task force as requested 

EDUCATION AND EXPERIENCE

• Associate’s or Bachelor’s Degree in Information Technology or relevant work experience 
• Major industry certification (MCSE, Azure) is desired or relevant work experience 
• 5 years of experience in related role 
• 2 years of previous customer service experience 
• Expert understanding of Microsoft Windows OS and Azure

WHAT WE BRING TO THE TABLE

• Competitive salary
• Full health care benefits options including health, dental, vision, and disability
• 401K plan with company match
• Unlimited PTO
• Flexible work schedule