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Become An Escalation Engineer

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Working As An Escalation Engineer

  • Interacting With Computers
  • Getting Information
  • Identifying Objects, Actions, and Events
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Mostly Sitting

  • Repetitive

  • $114,087

    Average Salary

What Does An Escalation Engineer Do

Computer networks are critical parts of almost every organization. Network and computer systems administrators are responsible for the day-to-day operation of these networks. They organize, install, and support an organization’s computer systems, including local area networks (LANs), wide area networks (WANs), network segments, intranets, and other data communication systems.

Duties

Network and computer systems administrators typically do the following:

  • Determine an organization’s network and computer system needs before setting one up
  • Install all network hardware and software and make needed upgrades and repairs
  • Maintain network and computer system security and ensure that all systems are operating correctly
  • Collect data in order to evaluate and optimize network or system performance
  • Add users to a network and assign and update security permissions on the network
  • Train users in the proper use of hardware and software
  • Interpret and solve problems when a user or an automated monitoring system alerts them that one exists

Administrators manage an organization’s servers and desktop and mobile equipment. They ensure that email and data storage networks work properly. They also make sure that employees’ workstations are working efficiently and stay connected to the central computer network. Some administrators manage telecommunication networks.

In some cases, administrators help network architects design and analyze network models. They also participate in decisions about buying future hardware or software to upgrade their organization’s network. Some administrators provide technical support to computer users, and they also may supervise computer support specialists who help solve users’ problems.

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How To Become An Escalation Engineer

Most employers require network and computer systems administrators to have a bachelor’s degree in a field related to computer or information science. Others may require only a postsecondary certificate.

Education

Although some employers require only a postsecondary certificate, most require a bachelor’s degree in a field related to computer or information science. There are degree programs that focus on computer network and system administration. However, because administrators work with computer hardware and equipment, a degree in computer engineering or electrical engineering usually is acceptable as well. Programs in these fields usually include classes in computer programming, networking, or systems design.

Because network technology is continually changing, administrators need to keep up with the latest developments. Many continue to take courses throughout their careers and attend information technology (IT) conferences to keep up with the latest technology. Some businesses require that an administrator get a master’s degree.

Licenses, Certifications, and Registrations

Certification programs are generally offered directly from vendors or from vendor-neutral certification providers. Certification validates knowledge and best practices required from network and computer systems administrators. Companies may require their network and computer systems administrators to be certified in the product they use. Microsoft and Cisco offer some of the most common certifications.

Other Experience

To gain practical experience, many network administrators participate in internship programs while in school.

Advancement

Network administrators can advance to become computer network architects. They can also advance to managerial jobs in information technology (IT) departments, such as computer and information systems managers.

Important Qualities

Analytical skills. Administrators need analytical skills to evaluate network and system performance and determine how changes in the environment will affect them.

Communication skills. Administrators must be able to describe problems and their solutions to non-IT workers.

Computer skills. Administrators oversee the connections of many different types of computer equipment and must ensure that they all work together properly.

Multitasking skills. Administrators may have to work on many problems and tasks at the same time.

Problem-solving skills. Administrators must be able to quickly resolve any problems that arise with computer networks.

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Escalation Engineer jobs

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Average Length of Employment
LAN Engineer 3.2 years
Engineer 3.2 years
Solutions Engineer 2.7 years
Server Engineer 2.5 years
Citrix Engineer 2.1 years
Windows Engineer 1.8 years
NOC Engineer 1.7 years
Migration Engineer 1.1 years
Top Employers Before
Engineer 4.3%
Consultant 2.9%
Top Employers After
Engineer 7.6%
Consultant 4.1%

Escalation Engineer Demographics

Gender

Male

86.8%

Female

10.7%

Unknown

2.5%
Ethnicity

White

72.8%

Asian

13.8%

Hispanic or Latino

9.9%

Unknown

2.9%

Black or African American

0.5%
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Languages Spoken

Spanish

26.7%

Portuguese

13.3%

German

13.3%

Russian

13.3%

Yoruba

6.7%

Japanese

6.7%

French

6.7%

Carrier

6.7%

Croatian

6.7%
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Escalation Engineer Education

Schools

University of Phoenix

17.6%

University of Texas at Arlington

5.9%

University of Texas at Dallas

5.9%

Colorado Technical University

5.9%

University of Maryland - University College

4.4%

Arizona State University

4.4%

San Jose State University

4.4%

Bellevue College

4.4%

Texas State University

4.4%

Pennsylvania State University

4.4%

University of North Texas

4.4%

Portland Community College

4.4%

Texas A&M University

4.4%

Northeastern University

4.4%

More Tech Institute

4.4%

University of Mary

4.4%

University of Northern Colorado

2.9%

University of South Florida

2.9%

Brooklyn College of the City University of New York

2.9%

State University of New York Polytechnic Institute

2.9%
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Majors

Computer Science

19.5%

Business

13.1%

Electrical Engineering

9.5%

Computer Information Systems

8.6%

Computer Engineering

7.2%

Information Technology

6.3%

Information Systems

5.4%

Computer Networking

5.0%

Computer Applications

3.6%

Management

3.2%

Computer Systems Security

3.2%

Economics

2.3%

Criminal Justice

2.3%

Political Science

1.8%

Engineering

1.8%

Education

1.8%

Management Information Systems

1.4%

Marketing

1.4%

Electrical Engineering Technology

1.4%

General Studies

1.4%
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Degrees

Bachelors

39.6%

Masters

23.6%

Other

16.1%

Associate

13.9%

Certificate

3.2%

Diploma

2.1%

Doctorate

1.4%
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Full Time
Part Time
Internship
Temporary

Real Escalation Engineer Salaries

Job Title Company Location Start Date Salary
Software Escalation Engineer Ruckus Wireless, Inc. Sunnyvale, CA Jul 23, 2015 $155,150
Senior Escalation Engineer Microsoft Corporation Charlotte, NC Feb 06, 2016 $146,804
Senior Escalation Engineer Microsoft Corporation Sunnyvale, CA Apr 28, 2016 $143,570
Cisco Ucce Escalation Engineer Eloyalty LLC Austin, TX Apr 19, 2016 $140,000
Quality Escalation Engineer Nicira, Inc. Palo Alto, CA Sep 07, 2015 $140,000
Senior Escalation Engineer Microsoft Corporation Redmond, WA Feb 06, 2016 $136,700 -
$156,700
Senior Escalation Engineer Microsoft Corporation Redmond, WA Jul 17, 2016 $136,700
Senior Escalation Engineer Microsoft Corporation Issaquah, WA Apr 28, 2016 $136,400
Support Escalation Engineer Pure Storage, Inc. Mountain View, CA Mar 02, 2015 $135,000
Senior Escalation Engineer Microsoft Corporation Issaquah, WA May 19, 2015 $134,200
Escalation Engineer, Senior Eee-Dev Microsoft Corporation Redmond, WA Jun 22, 2016 $132,295 -
$152,295
Senior Escalation Engineer Eee-Dev Microsoft Corporation Issaquah, WA Oct 07, 2016 $132,295
Escalation Engineer Microsoft Corporation Redmond, WA Jul 09, 2016 $129,850 -
$149,850
Escalation Engineer Microsoft Corporation Redmond, WA Jun 30, 2016 $129,850
Support Escalation Engineer Microsoft Corporation Issaquah, WA Sep 18, 2015 $115,500
Escalation Engineer Riverbed Technology Sunnyvale, CA Jan 16, 2015 $115,253
Support Escalation Engineer Microsoft Corporation Redmond, WA May 16, 2016 $115,000 -
$135,000
Ucce Principal Escalation Engineer Eloyalty LLC Austin, TX Sep 30, 2015 $115,000
Support Escalation Engineer Microsoft Corporation Morrisville, NC Aug 19, 2015 $115,000
Principal Escalation Engineer Citrix Systems, Inc. Santa Clara, CA Jun 16, 2016 $115,000 -
$125,000
Escalation Engineer-Global Business Support or Other Microsoft Corporation Charlotte, NC Dec 17, 2015 $114,900 -
$134,900
Escalation Engineer Microsoft Corporation Charlotte, NC Jul 02, 2015 $114,900
Escalation Engineer Flexera Software Itasca, IL Jul 10, 2015 $103,626
Escalation Engineer Riverbed Technology, Inc. New York, NY Apr 26, 2016 $103,051 -
$116,349
Support Escalation Engineer Microsoft Corporation Irving, TX Sep 02, 2015 $103,000
Escalation Engineer Facebook, Inc. Seattle, WA Jul 15, 2016 $102,866
Escalation Engineer Riverbed Technology Cary, NC Aug 17, 2016 $102,731
Support Escalation Engineer Americas Microsoft Corporation Irving, TX Jul 13, 2016 $102,700 -
$122,700
Support Escalation Engineer Americas Microsoft Corporation Irving, TX Jun 06, 2016 $102,700
Support Escalation Engineer Microsoft Corporation Irving, TX Jun 17, 2016 $102,700 -
$122,700

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Top Skills for An Escalation Engineer

HotCustomerIssuesKnowledgeBaseArticlesTroubleshootInfrastructureWindowsServerSQLServerCitrixCloudTechnicalSupportEngineersCustomerSatisfactionProductGroupTechnicalIssuesVmwareWebCustomerSupportLevelSupportOSIISBackupSLA

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Top Escalation Engineer Skills

  1. Hot Customer Issues
  2. Knowledge Base Articles
  3. Troubleshoot
You can check out examples of real life uses of top skills on resumes here:
  • Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
  • Reviewed documents, including knowledge base articles, and recommend changes or revisions for web content.
  • Establish procedures for reference by Network Operations Center personnel to direct troubleshooting efforts during outages/degraded service.
  • Consulted customers on enterprise network security infrastructure design and solution strategies.
  • Designed, maintained and provided technical support to the Windows server platform in the data center and remote locations.

Top Escalation Engineer Employers

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