Feb 21
Unspecified
Mid Level Career (5+ yrs experience)
Engineering - Systems
McLean, VA (On-Site/Office)
Location: Richmond, VA
Position Type: Full-time (Onsite with some remote) - Contingent upon award
QSS is seeking a highly skilled and experienced Escalation Engineer to join our IT team. This role involves handling complex desktop-related incidents, conducting root cause analysis, optimizing system performance, and ensuring effective collaboration with cross-functional teams. The Escalation Engineer will also lead advanced configurations, deployments, and manage vendor relationships to ensure timely resolutions.
Responsibilities
• Advanced Troubleshooting
o Resolve complex desktop-related incidents escalated from Tier 1 and Tier 2 support within 48 hours (Tier descriptions noted in section 4 below).
o Maintain a resolution accuracy rate of 95% for advanced issues.
o Escalate Tier 3 issues related to managed service providers associated with applications.
• Root Cause Analysis
o Conduct thorough root cause analysis for recurring desktop-related issues, documenting findings within five business days.
o Implement and verify permanent solutions for 100% of identified root causes to prevent reoccurrence.
• System Optimization
o Perform performance tuning and optimization of desktop systems, targeting a 10% improvement in system performance metrics on a bi-annual basis.
o Regularly review system logs and performance reports, addressing anomalies within 24 hours to ensure optimal functionality.
• Advanced Configuration and Deployment
o Lead the deployment of advanced desktop configurations and applications, ensuring 100% compliance with technical specifications.
o Develop and implement automation scripts to streamline desktop management processes, aiming to reduce manual effort by 20% on a bi-annual basis.
• Collaboration and Knowledge Transfer
o Collaborate with other IT teams on cross-functional projects, offering technical expertise and support.
o Conduct monthly knowledge transfer sessions with Tier 1 and Tier 2 support teams, ensuring knowledge retention of at least 90%.
• Vendor Management
o Liaise with external vendors for advanced support and warranty claims, ensuring issues are resolved within vendor SLAs.
o Maintain detailed records of vendor interactions and performance, providing quarterly reports on vendor resolution effectiveness.
Qualifications
• Proven experience in advanced desktop support and troubleshooting, with strong analytical and problem-solving skills.
• Expertise in root cause analysis, system optimization, and performance tuning.
• Advanced knowledge of desktop configurations, deployments, and application management.
• Experience developing and implementing automation solutions to improve operational efficiency.
• Strong communication and collaboration skills, with a focus on knowledge transfer and team empowerment.
• Vendor management experience, including handling support and warranty claims within SLAs.
Preferred Qualifications
• Experience with ITIL or other service management frameworks.
• Familiarity with automation scripting languages (e.g., PowerShell, Python).
• Advanced certifications in desktop or network support (e.g., Microsoft Certified Systems Engineer, CompTIA Network+).
Work Environment
• Fast-paced, dynamic environment requiring both independent work and cross-functional collaboration.
• Potential occasional travel to company locations or vendor sites for issue resolution and vendor meetings.
Position Type: Full-time (Onsite with some remote) - Contingent upon award
QSS is seeking a highly skilled and experienced Escalation Engineer to join our IT team. This role involves handling complex desktop-related incidents, conducting root cause analysis, optimizing system performance, and ensuring effective collaboration with cross-functional teams. The Escalation Engineer will also lead advanced configurations, deployments, and manage vendor relationships to ensure timely resolutions.
Responsibilities
• Advanced Troubleshooting
o Resolve complex desktop-related incidents escalated from Tier 1 and Tier 2 support within 48 hours (Tier descriptions noted in section 4 below).
o Maintain a resolution accuracy rate of 95% for advanced issues.
o Escalate Tier 3 issues related to managed service providers associated with applications.
• Root Cause Analysis
o Conduct thorough root cause analysis for recurring desktop-related issues, documenting findings within five business days.
o Implement and verify permanent solutions for 100% of identified root causes to prevent reoccurrence.
• System Optimization
o Perform performance tuning and optimization of desktop systems, targeting a 10% improvement in system performance metrics on a bi-annual basis.
o Regularly review system logs and performance reports, addressing anomalies within 24 hours to ensure optimal functionality.
• Advanced Configuration and Deployment
o Lead the deployment of advanced desktop configurations and applications, ensuring 100% compliance with technical specifications.
o Develop and implement automation scripts to streamline desktop management processes, aiming to reduce manual effort by 20% on a bi-annual basis.
• Collaboration and Knowledge Transfer
o Collaborate with other IT teams on cross-functional projects, offering technical expertise and support.
o Conduct monthly knowledge transfer sessions with Tier 1 and Tier 2 support teams, ensuring knowledge retention of at least 90%.
• Vendor Management
o Liaise with external vendors for advanced support and warranty claims, ensuring issues are resolved within vendor SLAs.
o Maintain detailed records of vendor interactions and performance, providing quarterly reports on vendor resolution effectiveness.
Qualifications
• Proven experience in advanced desktop support and troubleshooting, with strong analytical and problem-solving skills.
• Expertise in root cause analysis, system optimization, and performance tuning.
• Advanced knowledge of desktop configurations, deployments, and application management.
• Experience developing and implementing automation solutions to improve operational efficiency.
• Strong communication and collaboration skills, with a focus on knowledge transfer and team empowerment.
• Vendor management experience, including handling support and warranty claims within SLAs.
Preferred Qualifications
• Experience with ITIL or other service management frameworks.
• Familiarity with automation scripting languages (e.g., PowerShell, Python).
• Advanced certifications in desktop or network support (e.g., Microsoft Certified Systems Engineer, CompTIA Network+).
Work Environment
• Fast-paced, dynamic environment requiring both independent work and cross-functional collaboration.
• Potential occasional travel to company locations or vendor sites for issue resolution and vendor meetings.
group id: 91142086
