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Menlo · 2 months ago

Senior Escalation Engineer - Systems

Kansas City, MO

Full-time

Onsite

Senior Level

5+ years exp

Menlo Inc. is seeking a Senior Escalation Engineer to provide leadership and technical expertise in troubleshooting complex systems and network connectivity issues. This role involves mentoring junior team members while managing multiple projects and ensuring effective resolution of technical problems.

Information TechnologySoftwareTechnical Support

H1B Sponsor Likely

Responsibilities

Troubleshoot hardware including desktops, laptops, tablets, printers (local and networked) and other peripheral devices

Serve as a liaison between staff and technology to resolve issues and achieve desired results

Assist in training new employees

Share knowledge with colleagues and end-users

Create and maintain documentation for self-service and team knowledge base of team and share lessons with colleagues

Enhance and support Menlo’s service offerings and technologies

Assist team in the resolution of helpdesk tickets within established Service Level Agreement timeframes

Support large implementations in a multi-location environment

Own the life cycle of a help desk ticket from initial submission through resolution or escalation as appropriate

Proactively identify systemic issues and resolve them

Collaborate with internal teams, in instances of escalated tickets, to ensure timely resolution

Improve efficiencies in day-to-day tasks

Maintain a working knowledge in managing and creating workflows

Identify opportunities for training and documentation and collaborate with senior team members on delivery

Perform other duties as assigned

Qualification

Desktop SupportHelpdesk/Ticketing systemsVoIP experienceMCSEMCSA CertificationHyper-converged server environmentsAutomated deployment technologiesNetwork architecture knowledgeCustomer service skillsAnalytical skillsCommunication skillsOrganizational skills

Required

Ability to absorb and retain information quickly with a high attention to detail

Excellent customer service and interpersonal skills, including the ability to deal calmly, positively and professionally in tense or elevated situations to all end users

Able to manage time effectively and work efficiently, both with and without direct supervision

Excellent analytical and troubleshooting skills

Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions

Great attention to details, good organizational skills and ability to prioritize and manage multiple simultaneous tasks

Good communication skills. Able to communicate technical information to non-technical users effectively

High school diploma or equivalent

5+ years of experience as a Support Engineer

Workstations and deployment imaging

Helpdesk/Ticketing systems

Hyper-converged server environments

Experience using automated deployment and maintenance technologies

Warranty procedures for network and server devices

Extensive knowledge and experience understanding industry best practices on network architecture and engineering experience in a robust network, product/service and system design, security, and implementation strategies

Preferred

Bachelor's degree preferred

3+ years of Desktop Support experience

VoIP experience

MCSE or MCSA Certification

Company

Menlo

Glassdoor3.4

Menlo is an IT company that offers technology products and solutions to schools and civic organizations.

Founded in 2010

Kansas City, Missouri, USA

51-200 employees

http://www.menloinc.com

H1B Sponsorship

Menlo has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2020 (1)