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Flexential Critical Response Engineer in Lansing, Michigan

Job Description:

The Critical Response Engineer’s primary responsibilities are to provide a superior customer experience, immediate response and tactical resolution for critical events that occur within Flexential customer environments. You are the second line of defense in our overall customer satisfaction system, ultimately the event stops here. You will be heavily relied-upon by the entire Flexential team to support, maintain and provide insight to our customers when they are in a high level of need. It is vitally important that you are a strong communicator, resourceful, and articulate in communicating identified issues and resolution steps to bring the customer’s request to a resolved state.

A strong combination of second level technical administration, troubleshooting, communication and documentation skills is vital to the Critical Response Engineer’s success.

Knowledge / Skills / Ability:

  • Provide excellent telephone and email support in resolving IT incidents

  • Provide concise and clear updates to customer’s requests and service incidents in a prompt manner.

  • Identify recurring incidents within a customer’s environment and determine the need to escalate to the appropriate technical resources, ensuring resolution of more complex issues.

  • Document resolution and status updates to technical issues clearly so the customer has a clear understanding.

  • Asses the severity of technical situations based upon customer feedback.

  • Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus)

  • Adept understanding of Windows and/or Linux Operating Systems

  • Adept understanding of OSI model, Advanced Level Networking and troubleshooting techniques.

  • Adept understanding of Firewall, Networking and Load balancer technologies.

  • High Sense of Urgency and ownership of quality work.

  • Ability to maintain a steady sense of calm during tense situations.

  • Methodical troubleshooting thought processes utilizing fundamental troubleshooting and analysis skillsets.

  • Desire to stay current on technology trends and Information Technology Concepts

  • Adept experiencing troubleshooting core technologies within Flexential’s ecosystem.

  • Cisco devices

  • Fortinet firewalls

  • Commvault backup solutions

  • VMWare

  • Cloud Computing

  • Disaster Recovery systems

  • Microsoft & Linux OS

  • And much more…

  • Load balancer Configurations (Kemp Technologies a plus)

  • Familiarity working within an ITIL and/or IT Service Management aligned environment. Core understanding of Incident Management, Change Management and Problem management is a plus.

Responsibilities:

  • Act with high sense of urgency during response and resolution of critical support escalations.

  • Continuously work to increase Tier 1 Technician product knowledge by reviewing escalated cases and provide training opportunities and direction.

  • Primary escalation and relay point for Service Desk Technician.

  • Develop quick friendships with customers while troubleshooting their issues and keeping them engaged.

  • Resolve a myriad of technical issues ranging from simple to complex.

  • Constantly collaborate with customers and teammates to determine improvement areas in processes and capabilities.

  • Proper documentation, coordination, and escalation of customer events.

  • Resolve customer requests and issues with a high sense of urgency and ownership.

  • Be a team player focused on collective improvement and growth.

  • Adhere to the Peak10 Core Values (Teamwork, Respect, Urgency, Humility, Openness, Professionalism, Expertise)

  • Provide World-Class Customer Service

  • Approach customer interactions with empathy and concern

  • Proactively communicate and update customers / Flexential employees with status of requests, incidents and/or projects.

  • Do whatever it takes to provide a positive result, even if it steps outside of your comfort zone.

Required Qualifications:

  • Minimum 6 years of experience working within an IT Support environment.

  • AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field.

  • ITIL Foundation certification desired

  • Microsoft MCSA, MCP, or MCSE preferred

  • CCNA, CCNP or other comparative certification preferred.

  • VMWare VCP 5.x is a plus

  • Go “above and beyond” to resolve the situation and to maintain ownership throughout the customer’s issue.

  • Highly motivated to solve problems in a tactical manner

  • Willingness to adapt and accept change on a frequent basis, we are always improving.

  • Proactive approach to problem solving.

  • Ability to solve the underlying problem and not simply the symptom.

  • Familiarity with various server, application, and network technologies including:

  • Remote Desktop, SSH, FTP

  • Microsoft Server Technologies (Server 2008, Server 2012)

  • VMWare and/or other virtualization technologies

  • Linux (or other *nix platforms)

  • VLAN’s, ACL’s, IP subnets

  • SNMP

  • Excellent people skills

  • Excellent communication and personal skills

  • Proper telephone etiquette

  • Positive attitude

  • Strong attention to detail, and a capacity to follow procedures

  • Experience with ticketing systems preferred

  • Strong interpersonal communication skills, high attention to detail, excellent problem solving skills and strong decision making is critical to this position.

  • Excellent verbal and written communication skills.

  • Strong sense of urgency and commitment.

  • Ability to evade Nerf darts with the agility of a Ninja

  • An unquenchable thirst for Mountain Dew

  • Self-Motivator, Confident, Inquisitive, Sole Ownership mentality

Base Pay Range: Annualized salary range offered for this position is estimated to be $70,000k/yr. - $100,000k/yr., however, the actual pay range depends each candidate’s experience, qualifications, and job location.

Variable Pay: Discretionary annual bonus, based on personal and company performance.

Benefits of working at Flexential:

  • Medical, Telehealth, Dental and Vision

  • 401(k)

  • Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)

  • Life and AD&D

  • Short Term and Long Term disability

  • Unlimited Paid Time Off (PTO)

  • Leave of Absence

  • Employee Assistance Program

  • Wellness Program

  • Rewards and Recognition Program

Benefits are subject to change at the Company’s discretion

Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential’s robust suite of assets spans 21 markets and comprises 40 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit www.flexential.com. Flexential is a registered trademark of the Flexential Corp.

Follow Flexential on LinkedIn (http://www.linkedin.com/company/flexential) , Twitter (https://twitter.com/flexential) , Facebook (https://www.facebook.com/flexential/) and YouTube (https://www.youtube.com/c/Flexential) .

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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