This role serves as a high-level technical escalation point within the service delivery organization. This role is responsible for diagnosing and resolving the most complex technical challenges, leading advanced project initiatives, and ensuring the stability, security, and optimal performance of client environments. This role collaborates closely with Tier 1 and Tier 2 teams, providing mentorship, developing documentation, and offering strategic guidance to continually elevate service quality. This position may specialize in networking, systems engineering, or a hybrid of both disciplines.
Roles and Responsibilities/Essential Functions:
- Serve as the high-level escalation point for complex incidents, service requests, and problem management.
- Troubleshoot and resolve advanced issues across servers, networks, cloud platforms, and/or security systems.
- Perform deep-dive root cause analysis and implement long-term corrective actions.
- Collaborate with vendors and third-party providers to resolve escalated issues.
- Support the managed services advanced practice
- Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
- Acknowledge and respond to tickets based on Managed Services SLA.
- Mentor Tier 1 and Tier 2 technicians to improve troubleshooting skills and reduce escalations.
- Participate in internal technical reviews and contribute to continuous improvement initiatives.
- Communicate effectively with clients regarding complex issues, project/service updates, and recommendations.
- Provide guidance on technology strategy, lifecycle planning, and risk mitigation.
- Lead server, network, and application upgrades, migrations, and major changes
- Assist with incident response, vulnerability remediation, and security audits
- Ensure client environments align with compliance and regulatory requirements where applicable
- Research new products for selection, enhance configuration standards and best practices and educate team members on these products and services.
- Provide senior level support, maintenance, and administration for customer networks and review for other potential concerns or enhancement opportunities.
- Work in and always model a positive team atmosphere between regional and virtual practices while maintaining a professional and respectful demeanor.
- Work closely with service delivery, project teams, and account management
- Maintain current vendor/industry specific certifications and stay current on new products and solutions by utilizing networks of resources.
- Minimum of 75% utilization per fiscal year prorated based on start date. These requirements will be balanced against professional development and on the job training. Utilization metrics will be re-evaluated on an annual basis.
