Escalation Engineer

Department: Support Team Reports to: Support Team Lead

Classification: Salary Location: Fargo, ND

Are you interested in a dynamic IT career where you make a difference to customers and share in the success of the company? Network Center Incorporated (NCI) is a Service Provider with over 600 customers across the Midwest. We are 100% employee owned with a focus on a positive team-based culture and believe happy employees will create happy customers! Our core values drive all that we do – Commitment to Employees, Dedication to Customer Success and Responsible Innovation. Within NCI, our services team supports our customers from service desk to infrastructure consulting and custom applicationwebsite development, offering a variety of career paths and opportunities. We hear from our employees that one of their favorite things about working at NCI is the experience they get working with a wide range of different technologies and customer environments.

SUMMARY

The primary responsibility of the Escalation Engineer is to utilize technical programs and tools as needed to provide customers with assistance and solutions for complex technical issues related to Hardware, Software, and Networking. The Escalation Engineer is a both a client-facing and internal-facing role that requires effective and timely communication with customers, techs, and Team Leads on new and existing tickets that have been escalated. Individuals in this role will be expected to triage, identify a resolution and execute against that, or when appropriate escalate the appropriate team. The Escalation Engineer will collaborate with Team Leads and other technical resources for next steps and provide technical mentoring to the Support Team when necessary.

All professional service positions are expected to drive revenue and customer satisfaction through up to date communication, accurate time keeping, thorough documentation and overall issue resolution.

ESSENTIAL DUTIES

REQUIREMENTS