Lead Escalation Engineer

Key Responsibilities

• Handle escalated customer issues via phone, email, and remote access, providing timely and effective solutions.
• Install, configure, and administer Active Directory, Group Policies, and Windows Server environments.
• Troubleshoot networking protocols, security technologies, and network topologies; basic knowledge of databases (SQL preferred) and SAN technologies.
• Debug and support multi-tenant ASP.NET cloud services and other complex systems.
• Coach, review, and delegate work to junior engineers; manage major or complex projects with broad impact.
• Communicate with internal and external stakeholders, including customers and vendors, regarding escalations and operational improvements.
• Apply scripting (e.g., PowerShell) and introductory coding knowledge to automate tasks or support troubleshooting.
• Maintain subject matter expertise in Windows/Linux OS internals, virtualization, cloud (AWS/Azure/ESXi), and networking.