We are looking for an Escalations Analyst who will deliver a professional service to our customers while resolving complicated escalated incidents from other support teams.
These issues include but are not limited to; infrastructure incidents and changes, complex end user issues. Escalations team is also responsible for implementing agile projects on a time sensitive schedule.
The candidate must possess excellent communication skills both verbally and written, have excellent inter team communication, and be driven to learn by completing certifications.
This role is based out of our Richmond Hill office.
Reports To : Escalations Team Lead
Skills and Experience
- Highly organized and excellent time management skills
- High degree of technical knowledge and the ability to solve complicated technical problems
- Experience with the following Server PlatformsWindows (2003-2022)Linux (All major versions)Mac
- Experience with the following Server ApplicationsSQL ServerExchange ServerSharePoint Server
- Experience with the following Virtualization PlatformHyper-VVMWare
- Experience with the following Cloud PlatformsAmazon S3Google G-SuiteOffice 365ExchangeSharePointTeams VoiceAzureAzure ADInTuneExperience with backup solutionsVeeamDattoCisco Routing and SwitchingExperience with the following Networking TechnologiesCisco Enterprise WirelessSonicWALL firewallsFortinet Fortigate firewallsExperience with Server and Storage HardwareServersSANsNAS
Responsibilities
- Day to day troubleshooting and resolution of Escalated incidents
- Monitor and address NOC alerts
- Dispatch to client sites to resolve urgent and critical incidents
- Provide clear and direct communication to clients with regular updates
- Participate in an on-call Escalations rotation
- Maintain and update service tickets in your queue
- Compile SOPs to help expand the knowledge base
- Deploy agile projects on as needed basis
- Complete required certifications as outlined in letter of agreement
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