Senior IT Support Lead
2 days ago
We are looking for a Senior Escalation Engineer to join our team at O'Farrell Recruitment. As a Senior Escalation Engineer, you will be responsible for providing expert-level technical support to customers, resolving complex issues and maintaining ownership until resolution.
Main Responsibilities:
Resolve complex customer complaints with minimal oversight from management
Self-prioritize work items based on customer requirements and minimal guidance
Act as a resource for less senior members of the team in troubleshooting and resolving specific customer issues
Serve as an effective technical interface between the customer and internal teams, providing clear issue documentation and leveraging cross-functional working relationships in your area of expertise
Provide problem report prioritization for the Engineering team
Write and review complex technical articles and case studies for the knowledge base, leveraging customer-reported cases, product specifications, and previous experience
Participate in training new team members
Possess strong problem-solving and analytical skills
Exhibit excellent written and verbal communication skills to communicate with senior management
Understand operating system resource management and build OS level and/or network debugging skills in position
Build code or script literacy with the goal of being able to read and understand existing code and/or scripts
Requirements:
Bachelor of Science in Computer Science or equivalent experience
3-5 years of experience in a technical customer support environment or field experience, working in enterprise-level environments
Experience in Windows Server, including Windows 2008, and MS Exchange
Clear understanding of DNS and how it works
Firewall/DMZ configuration
LDAP/Active Directory & ActiveSync
Desirable experience: Smartphone and tablet devices like Apple iOS, Android, Windows Phone
Software based on Apache Tomcat or Windows IIS
MySQL, Postgres or SQLServer
Cloud-based SaaS products
Our Company Culture:
We offer a continuum between work and life by allowing people to work whenever, wherever, and however they choose. You'll enjoy a workstyle within an incredible culture. We provide tools and resources to succeed and grow within the company.
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