Escalation engineer job description

USD70,000-USD75,000

* Serve as escalation point for tickets requiring extensive analysis, troubleshooting, and escalation for resolution

* Identify, propose, and enforce escalation process improvements

* Provide warm, knowledgeable customer support and service for applications, desktops, servers, and network devices.

* Diagnose and troubleshoot problems, advising on appropriate actions, and resolving issues.

* Handle service tickets for technical assistance via phone and email.

* Follow, update, and maintain TNB Help Desk procedures and contribute to the knowledge bank.

* Respond to incoming cases of client services department as backup during peak times

* Participate in on-call rotation for nights and weekends (approximately once every 6 weeks)

_MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants._

* 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP is a plus

* Direct experience as a good problem solver, willing to research via Google, CRM, Knowledge Base, and other resources to solve common and uncommon break-fix issues

* In-depth knowledge of Windows 10 End-Point Administration

* Extensive experience with Windows Server 2012 - 2019

* Demonstrated ability to manage network devices and familiarity with server roles (including Active Directory)

* Knowledge of PowerShell and administration of Windows 10 and Microsoft 365 environments

* Advanced PC/desktop expertise

* Experience with ConnectWise and/or Kaseya is a plus

* Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation

* Industry certifications such as Network+, MCSA, MCSE, or an Associate's degree, and/or Bachelor's degree a plus

Our client is a 27 year old professional services company with the focus to serve technology needs of their clients in the Greater Boston area. They work with nonprofit organizations and mission-driven corporations.

+ Competitive base salary

+ Annual bonus

+ Benefits

Motorola Solutions is there for our customers when everything is on the line. In extreme moments - when a hurricane lands or when a fire breaks out. And in everyday moments - when a package arrives just in time for the holiday or when a child doesn't miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
An exciting opportunity for a new graduate to join our engineering team.

Following our recent acquisition by Motorola Solutions, the Ava team is responsible for the cloud video security portfolio within the Video Security and Access Control business unit of Motorola Solutions. Motorola Solutions is a global technology company with offices around the world, and our team is based in the UK and Norway. We exist because we believe that we can create a better, smarter way to deliver security.

We inject intelligence into our approach to security and all our solutions. We help organizations see, understand, and act on their surroundings to protect their people and business in real-time.

We know that the best way to meet our goals is with a diverse team, where everyone's voice is heard. We're proud that Ava comprises 24 nationalities and we're always looking to increase the variety of ideas and points of view within the organization.
Job Description
You will love this role if you enjoy solving complex problems! You will become the bridge between our customer-facing support team and the development team and you will quickly become critical to the business.
Working alongside the hardware & software development engineers and closely with our global customer support team, the Ava Engineering Escalations team is the external-facing side of the R&D organization. We are justifiably proud to hire support engineers who are recognised as the best in the industry.Support queries are initially handled by Motorola's partner network, with more complex cases being passed to Motorola's global support team. The most complex issues are passed onto the relevant Escalations team for the product. Your role involves investigating, solving and managing these often difficult and challenging issues.
In order to be successful you will have to work closely with the support team, R&D, product test group, sales, the documentation team and partners in replicating and diagnosing issues. You will need to meet tight deadlines, sometimes under pressure, while effectively managing priorities and communicating progress.
One of the great attractions of the role is the detailed knowledge you will gain on the full functionality of our advanced cloud video security products as well as many leading 3rd party products. Coupled with this, escalations engineers are likely to have the opportunity to travel overseas from time to time, and though this is not a compulsory part of the job it is a great chance to be directly involved with the leading companies who run the biggest and technically most advanced Video Surveillance Products and networks in the world.

Main duties and responsibilities
Become an expert on all of our products, on related industry products and how they are used together.Take ownership of escalated support issues and ensure each one is managed through to the point that it is resolved to the customer's satisfaction and within established SLA's.Minimize development and test times by gathering accurate descriptions of environments and symptoms seen by customers and providing expert insights.Reproduce customer issues in our support lab and troubleshoot complex functional and integration issues by analyzing logs by using deep inspection tools (e.g. network packet traces).Engage with the development and test teams to demonstrate how to reproduce problems.Test code changes and “work arounds” to verify fixes.Provide accurate information on the status of support cases and communicate progress back to customers.Provide expert advice on our products to the sales and support teams.Contribute to an ongoing program of process improvement.Assist the technical documentation group with content for the product and support documentation.Occasionally you many need to undertake site visits to customer locations.
Basic Requirements
Candidate ProfileWe are looking for outstanding recent graduates who possess excellent technical problem solving and communication skills. We are looking for individuals who are able to learn very quickly "on the job" and enjoy the challenge of rapidly assimilating new technology and products. The client facing nature of these roles means all candidates must have good written and verbal communication skills and be able to perform well when under pressure.
British educated candidates must have achieved at least A, B, B at A level (ideally straight A grades) plus a 2i or 1st class honours degree in Computer Science, Engineering, Science and Maths. If educated outside the UK you need to have achieved the same standard.

Skills
A passion for solving complex problems and reverse engineering things.Some level of programming skills, e.g. Python.Genuine interest in learning about new technology.Good verbal and written communications skills.Working knowledge of Linux and associated tools.Experience with working with PC hardware.A good technical degree.Some knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches and Video surveillance cameras) would be an advantage.

In return for your expertise, we'll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you'll get:
Competitive salary and bonus schemes Two weeks additional pay per year (holiday bonus).25 days holiday entitlement + bank holidays. Attractive defined contribution pension scheme.Private medical insurance.Employee stock purchase plan.Flexible working options. Life assurance.Enhanced maternity and paternity pay.Career development support and wide ranging learning opportunities.Employee health and wellbeing support EAP, wellbeing guidance etc.Carbon neutral initiatives/goals.Corporate social responsibility initiatives including support for volunteering days.Well known companies discount scheme.

'We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.'

CONNECT WITH A CAREER THAT MATTERS

We're dedicated to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their lifeline - mission-critical communications, software, video and services. Our drive for continuous innovation and partnership with our customers enables them to be ready - in the day-to-day moments, and in the moments that matter most.

#LI-HD1
Travel Requirements
Relocation Provided
Position Type

Referral Payment Plan
Yes

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!
ETS (Engineering Technical Support) Engineer

Ciena may well be the most important technology company you have never heard of. The innovations that wow us (driverless cars), and those we now take for granted (the ability to mobile stream your favorite show) are the products of ingenuity from some brilliant and forward-thinking companies. But those companies rely on Ciena, another vanguard of innovation, to create and advance the underlying networks that bring their breakthroughs to our doorsteps. VR, AI, IOT, 5G … literally none of it would be possible without the mind-boggling technology that makes the internet itself work. For more than 25 years, Ciena has been the global leader in networking strategy, and our technology has been part of the critical infrastructure running within the most advanced companies in the world.

Role overview - overview of the focal points of this role
We are looking for an Engineering Technical Support (ETS) Engineer who is passionate about solving complex networking problems and helping our customers to do better.Act as a conduit for customer and field escalations into R&D team for resolution. Then validate candidate software builds that resolve service impacting defects.Work closely with engineers from embedded software, testing, network management software, and hardware to diagnose, resolve, and test cohesive end-to-end solutions.Coordinate with test and development teams on a need basis.Ensure software meets the standards and functional requirements and make recommendations where applicable.You will work on market-leading technologies such as Distributed Network Function Virtualization Interface (DNFVI), Software-Defined Networking (SDN), vRouter/vSwitch, and next-generation leading-edge/core routers and switches - in a virtualized, micro-services oriented, container-based system architecture. This is an exciting time to join Ciena, as we aggressively drive our product portfolios forward into the future of advanced networking services.

Why is this role important within Ciena? What impact can you expect to have?
Ciena software and hardware technologies are deployed in Global Networks, Private and Public Cloud Solutions, 4G/5G communications, and SD-WAN.Timely delivery of products to customers is essential so ensuring high-quality products that meet the customers' requirements is paramount to the success of Ciena.

What type of work environment will you be working in? Who are the key teams with whom you will interact?
R&D Software and Product Validation teams for Ciena Networking products Field Support teams Customer Accounts team PLM and Product Architects
What technical experience and/or professional and personal skills are required for this role?
5+ years of experience with Bachelor's/ Master's degree in Computer Science (or equivalent).Candidate should have a strong Routing, Switching or SDN/NFV or 5G experience.Position requires proficient troubleshooting and problem-solving skills Hands-on Experience on real-world topologies in at least three of the following domains: Ethernet/MPLS/ IP Routing, (BGP/ISIS/OSPF)/RSVP-TE/NFVExposure to technologies like L3VPN, L2VPN, EVPN and Segment Routing.Desirable to have experience on NFV, Docker containers, Virtual Network functions (VNF), Hypervisor, software function chaining, Virtual Switch (OVS).Experience with Network Management Systems including knowledge of Netconf, SNMP & MIBs.Experience with test equipment such as Ixia, Spirent, Network emulators, Juniper/Cisco products.Experience writing or debugging software would be a significant plus but not a must.Must be a motivated, self-starter with strong commitment to product excellence.Excellent written and verbal communication skills, effectively able to collaborate with multiple teams across geographically diverse areas.

#LI-CN

At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.