Enterprise Escalation Engineer in San Bernardino County

Enterprise Escalation Engineer

$90,000 – $130,000


Location: Rancho Cucamonga, CA


This position is part of an integrated team of Support Services Engineers, Centralized Services, and Professional Services Engineers. The primary objective for this team member will be to resolve escalations while maintaining the highest level of customer satisfaction and service.

This will be accomplished by:

  • Owning tickets to resolution
  • Being the single point of contact with the client until resolved
  • Communicating with the client daily (i.e. no dark time)
  • Full and complete ticket notes in ConnectWise
  • Communicating internally to acquire information
  • Coordinating all necessary resources to achieve resolution
  • Delivering an RCA Assessment to proper stakeholders

Essential Duties and Responsibilities

Strategic Objectives

  • Ensure Customer SUCCESS
    • Accountable and responsible for maintaining high levels of customer satisfaction
      • Maintain CSAT score of 95% or greater
      • Maintain CSAT participation rate of 30% or greater
  • Establish and maintain status of TECHNICAL SUPERIORITY
    • Accountable for attaining highest vendor-based certifications
    • Responsible for sharing technical knowledge with organization
  • Reap the benefits and rewards of being EXTRAORDINARY
    • Receive top-tier industry-based training and certifications
  • Flexibility around scheduling as some work is expected to be done after hours

Tactical Objectives

  • Accountable for working all escalated service requests to resolution
  • Responsible for maintaining daily communication with clients and team members
  • Accountable for detailed ticket notes and accurate time entries daily
  • Accountable for developing and delivering an RCA assessment for Qualified Escalations
    • Adding document to SharePoint Client Site
    • Includes technical and non-technical recommendations based off research
    • Documenting lessons learned for training
  • Assist with special projects as needed
  • Participate in After Hours support On-Call Rotation

Experience Requirements

  • Master Level
    • Microsoft Windows server platforms and operating systems
    • Active Directory management and maintenance
    • Virtualization hypervisor management (Hyper-V and VMware)
    • Network firewalls and managed switches
    • Mail flow and troubleshooting including Exchange, spam filtering, and O365
    • One specialized area outside of general administration such as Azure Architect
    • SAN administration
    • WatchGuard Certified Expert
    • Advanced switching and routing

Minimum Qualifications

  • Bachelor’s Degree in related field of study or equivalent experience
  • Minimum 10 years hands on experience with the above technologies
  • MCSE or higher certification
  • Subject Matter Expert (vendor certified) in two of the above technologies, highest level vendor certification such as VCP, CCNP, SNIA, and others
  • Exceptional Oral and Written Communications Skills
  • Ability to work independently with minimal supervision
  • Ability to work successfully with an integrated support team



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