NOC Escalations Engineer

Job Description

ProTech Services Group, Inc. is seeking a NOC Escalations Engineer for a permanent role in Memphis, TN. Position is in-office at various clients in the Memphis area.

The Escalation Engineer is responsible for assisting other Systems Administrators, Engineers, and management by performing tasks to support our clients in an effective and proactive manner while providing excellent customer service.

Job Description

Work service tickets for various clients in varying degrees of difficulty:

Microsoft Servers

Active Directory

VMWare

SAN Technologies

Desktops

Mobile Devices

Network Equipment (Firewalls, Routers, Switches)

Citrix and/or RDS Services Support

Project engineer for projects including client onboarding, systems upgrades, enhancements, replacements and the like.

Be “IT Lead Engineer” for clients

Perform routine system maintenance

Provide Level II escalation support for Level I and II NOC Engineers

Provide excellent customer service to all clients

Skills and Qualifications

Enhanced experience supporting Microsoft server operating systems

Enhanced experience with various firewall technologies

Enhanced experience with various routers, switches, wireless, etc.

Enhanced experience with remote management methodologies including WMI, SNMP, etc.

Effective communication skills (Verbal and written)

Proven, excellent customer service

Patience under stressful situations (i.e. network outages, server down, etc.)

Ability to think critically by using reasoning to identify the strengths and weaknesses of alternative approaches to problems

Ability to work alone, in a group, or under direct supervision effectively

An attitude conducive to learning and accepting challenges head on is a must

Education and Work Experience

3 years of relevant support experience

Experience in call center or network operations center a plus

College degree is a plus, not a requirement

IT Certifications are a plus

Other

Prolonged periods sitting at a desk and working on a computer

Must be able to lift up to 15 pounds at times

Full-time