IT Escalation Engineer (Work From Home) - #34068

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Requirements:

• At least 10 years of relevant IT experience.
• Minimum 8 years of high-level experience with Citrix, Hyper-V, switching and routing, scripting, and advanced level troubleshooting.
• Advanced knowledge of Windows Server components, Active Directory, Group Policy, and DNS.
• Intermediate understanding of layer 2 and 3 switches.
• Expertise in advanced firewalls using platforms like Watchguard, Sophos, Cisco, etc.
• Understanding of Windows networking: Domains, trusts, Group Policies, permissions, UAC, DNS, DHCP.
• Intermediate knowledge of PowerShell scripting and DBMS systems (Oracle, Microsoft SQL, Postgress).
• Strong client service orientation and excellent communication skills.
• Ability to multitask and maintain focus on priorities.
• Strong organization, attention to detail skills and documentation.

Responsibilities:

• Work with other internal teams, clients, and vendors, as needed, to ensure high overall quality of service and client satisfaction.
• Work with Client Concierge team to address technical questions and develop solutions.
• Participate in the Company's Incident and Response security team.
• Communicate with management regarding escalated service tickets and recommended resolutions.
• Support and maintain strong best practices; develop and recommend improvements.
• Participate in strategy and consulting meetings on technical matters.
• Direct clients through issue resolution including status reports and updates.
• Encourage documentation and compliance by all support team members.
• Maintain applicable regulatory requirements.
• Responsible for special projects as assigned.