Escalation Engineer

vTech Solution; Richmond (VA); On-site; USD 85,000 - 112,000; Full time

Job summary

vTech Solution is seeking an Escalation Engineer based in Richmond, VA to resolve complex desktop incidents escalated from Tier 1 and 2 support. The role emphasizes advanced troubleshooting, root cause analysis, and collaboration with IT teams to optimize desktop configurations and deployments.

You will manage vendor relationships, ensure adherence to SLAs, and drive automation to reduce manual management efforts. Onsite presence in Richmond is required for this long-term contract.

Qualifications

• Advanced troubleshooting and desktop incident resolution skills.
• Root cause analysis and system optimization expertise.
• Experience with BigFix, SCCM, PowerShell scripting, OS imaging, asset management, Intune, and Active Directory.
• ITIL certification.
• Strong vendor management and collaboration skills.

Responsibilities

• Resolve complex desktop-related incidents escalated from Tier 1 and Tier 2 within 48 hours with 95% resolution accuracy.
• Escalate Tier 3 issues related to managed service providers and applications.
• Conduct root cause analysis for recurring issues, document findings within five business days, and implement permanent solutions.
• Perform performance tuning and optimization of desktop systems, achieving a 10% improvement bi-annually.
• Review system logs and reports regularly, addressing anomalies within 24 hours.
• Lead deployment of advanced desktop configurations and applications ensuring 100% compliance with technical specifications.
• Develop and implement automation scripts to reduce manual desktop management effort by 20% bi-annually.
• Collaborate with IT teams on cross-functional projects and conduct monthly knowledge transfer sessions with Tier 1 and Tier 2 support teams.
• Liaise with external vendors for advanced support and warranty claims, ensuring resolution within vendor SLAs.
• Maintain detailed records of vendor interactions and performance, reporting quarterly.

Skills

Advanced troubleshooting

Root cause analysis

Vendor management

Collaboration

Automation scripting

ITIL certification

PowerShell scripting

OS imaging

Intune

Active Directory

Tools

BigFix

SCCM

PowerShell

OS imaging

Intune

Active Directory

Job description

Job Summary

The Escalation Engineer based in Richmond, VA is responsible for resolving complex desktop-related incidents escalated from Tier 1 and Tier 2 support levels. This onsite role focuses on advanced troubleshooting, root cause analysis, system optimization, and deployment of desktop configurations while collaborating with IT teams and managing vendor relationships to ensure high-quality service delivery.

Responsibilities

• Resolve complex desktop-related incidents escalated from Tier 1 and Tier 2 within 48 hours with 95% resolution accuracy.
• Escalate Tier 3 issues related to managed service providers and applications.
• Conduct root cause analysis for recurring issues, document findings within five business days, and implement permanent solutions.
• Perform performance tuning and optimization of desktop systems, achieving a 10% improvement bi-annually.
• Review system logs and reports regularly, addressing anomalies within 24 hours.
• Lead deployment of advanced desktop configurations and applications ensuring 100% compliance with technical specifications.
• Develop and implement automation scripts to reduce manual desktop management effort by 20% bi-annually.
• Collaborate with IT teams on cross-functional projects and conduct monthly knowledge transfer sessions with Tier 1 and Tier 2 support teams.
• Liaise with external vendors for advanced support and warranty claims, ensuring resolution within vendor SLAs.
• Maintain detailed records of vendor interactions and performance, reporting quarterly.

Required Skills & Certifications

• Advanced troubleshooting and desktop incident resolution skills.
• Root cause analysis and system optimization expertise.
• Experience with BigFix, SCCM, PowerShell scripting, OS imaging, asset management, Intune, and Active Directory.
• ITIL certification.
• Strong vendor management and collaboration skills.

Preferred Skills & Certifications

• Experience with automation scripting to streamline desktop management processes.
• Knowledge transfer and training capabilities for support teams.

Special Considerations

• Onsite presence required in Richmond, VA.
• Strict adherence to resolution timelines and vendor SLAs.

Scheduling

• Long term contract with standard onsite work schedule.