Systems Escalation Engineer

Five Nines Technology Group - Kearney, NE

Full-time - Mid Level

Kearney, NE

Professional, Scientific, and Technical Services

About the position

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.

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.

Requirements

• Associate's or Bachelor's Degree in Information Technology or relevant work experience
• Major industry certification (MCSE, VCP or comparable) 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

Benefits

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