Escalation Engineer

Working hours

Monday through Friday 9:00am – 6:00pm Eastern Time, afterhours and weekends as needed to accommodate clients.  

Location requirements

This position requires working 100% in-office at our Connecticut office located in Monroe, Connecticut

Possibility for one flex day per week

Who you are

Proactive and independent technical expert who serves as an escalation point for technical issues escalated from our project and service desk teams. You undertake a variety of technical support responsibilities, requiring a thorough working knowledge of information technology to include server and networking infrastructure and applications, virtual environments, and POS terminals. You are a skilled communicator and dedicated to providing top-notch customer service to our portfolio of hotel clients. Your meticulous attention to detail is shown through your timekeeping, documentation, and execution of the technical work.

You know how to: 

• Serve as a senior level technician, handling escalated client-related technical support issue tickets escalated from the technical project and help desk teams.
• Analyze information, identify current and potential problems, and propose solutions related to escalated technology issues.
• Effectively act as liaison between customer-related technology issues and third-party technology vendors.
• Identify and correct LAN and WAN issues.
• Lead complex projects, collaborating with the field engineering team to complete cloud migration projects.
• Manage and troubleshoot issues related to Windows servers, network devices, firewalls, wireless APs, and managed switches.
• Act as an expert for Microsoft environments and cloud solutions escalations as it pertains to server builds, virtualization, and server restores.
• Manage the implementation, daily operation, support, integrity, and security of the technology and data (including PCI compliance) that support and enable business operations for all our clients.

Knowledge of the following software and hardware required for this position:

• Advanced understanding of DHCP, DNS, and IP protocols
• Microsoft Products (Windows Server 2012 - 2022, Windows 10, Azure, SharePoint, Office 365, Etc.)
• Cisco, Meraki, HP, and Lenovo (servers, switches, WAP’s, workstations, security appliances, firewalls, etc.)
• Advanced understanding of networking concepts (managed switches), virtualization (VMware & Hyper-V), Windows Server OS, firewalls

Qualifications:

5+ years of experience working in a highly technical environment or managed service provider.

Pay and Benefits:  

This is a full-time position located in NYC performed remotely as well as on-site with some travel.

Estimated Starting Salary Range: $40.00 - $43.00 hourly, less applicable withholdings and deductions, paid on a semi-monthly basis(The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees]skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)  

In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following:

• Four weeks of annual accrued PTO
• Seven paid national holidays
• Medical, dental, vision options
• Company-paid life insurance, short and long-term disability
• Voluntary benefits such as critical illness and accident
• Voluntary Legal Shield and identity theft protection
• Discretionary annual 401k match plan
• Generous employee referral bonus plan
• Employee Assistance Program
• Access to over 90,000+ courses in ADP My Learning
• StandOut employee engagement tools
• Eligible to apply for a Pluralsight license
• Eligible to apply for NexusTek Technical Academy or Leadership Academy

We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time.

We seek dedicated professionals who prioritize their role with us as their primary employment. Engagement in additional employment or business activities that may conflict with your responsibilities with NexusTek is not permitted.

Interview Process - Typical interview process for this role:

Application Stage - Thanks for showing interest by submitting your application! 

Screening Stage - Let's get to know each other!

• Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the 20 minute introductory screening to learn more about you and why you want to work for NexusTek.
• As part of our interview process, we use the Culture Index Survey—a brief, 5–10-minute assessment designed to help us understand your natural work preferences and behaviors. The survey consists of two sections:
  • Self-Description: Select adjectives that best describe you.
  • Job Requirements: Choose adjectives that reflect how you believe you need to behave to succeed in your current or desired role.

Prior to moving to the interview phase, you will be asked to complete the survey, or you can take beforehand here: https://surveys.cultureindex.com/s/UFfhWqnV5S/68963

      Interview Stage - We’ll dive into your experience more in depth

• One-hour virtual interview with the hiring manager.
• One-hour onsite interview with the hiring manager.
• References – 3 professional references at least one direct supervisor
• You are welcome to request additional conversations with team members you didn’t get to meet during the process 

NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

NexusTek participates in E-Verify for all US Employees

Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team.

All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page: https://www.nexustek.com/nexustek-careers/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US