Onsite Escalation Engineer - Desktop Systems Automation

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

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.