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Escalation Engineer in Addison, TX at Signature Consultants

Date Posted: 3/6/2019

Job Snapshot

Job Description

Escalation Engineer (Tier 3) Summary:

Signature Consultants is seeking a Tier 3 Escalation Engineer for an opportunity in Addison, TX. The Escalation Engineer will be a vital member of the Product Engineering team, and will be on the Product Maintenance team responsible for providing daily advanced engineering support to client customers and technical training to members of the Client Support team. Available for on call rotation

Responsibilities:

  • Responsible for management and resolution of tier 3 production escalations for complex technical incidents, including analysis, root cause determination and on-going client follow-up
  • Analyze diagnostic image dumps
  • Meet or exceed monthly goals for tier 3 resolution to meet customer service level expectations
  • Work closely with support and engineer team members to prioritize escalations and identify issues which need engineering input
  • Responsible for reducing the number of escalations requiring engagement of software engineers
  • Review and assist in improving and maintaining knowledge base of internal technical documentation for Client Support and Engineering
  • Provide technical training and guidance to Client Support team members for technical growth on advanced topics such as system architecture, SQL, troubleshooting techniques etc.
  • Align conduct with the Company’s Code of Ethics and Business Conduct and support the Company’s Ethics and Compliance Program
  • Comply with all internal policies and procedures
  • Actively participate in Company provided training and education
  • Ensure individual compliance with all privacy and security rules and regulations and commit to the protection of all Company confidential information, including but not limited to, Personal Health Information

Requirements:

  • Must be able to analyze and identify complex systemic software defects
  • 4 year degree in Computer Science or related field or equivalent experience
  • 5 or more years of experience providing Advance Technical Application or Customer Support for Production Systems
  • Must demonstrate understanding of complex systems, client server systems, data structures and RDMS (SQL)
  • Experience with script writing technologies, such as PowerShell
  • Advanced debugging / diagnostics
  • Technical knowledge in the configuration and troubleshooting of Windows 2003/2008/Win7, Microsoft SQL 2005/2008 Server, and Citrix/Microsoft Terminal Server environments
  • Capable of using various debugging techniques and tools to efficiently resolve production issues
  • Must be able to determine root cause of environmental issues as well as software defects
  • Strong customer service, troubleshooting, technical and communication skills
  • Ability to effectively plan and organize workload
  • Must demonstrate initiative and creativity in the research and resolution of technical issues

Desired Qualifications:

  • Experience or knowledge of a wide variety of technologies preferred. (e.g. routers, firewalls, DNS, SMTP, SSH, VPN, HL7, wireless networking, Citrix, telephony, etc.)
  • Healthcare IT experience

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the eighth consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.