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IT Support Escalation Engineer

Enhance IT support workflows through automation and technical improvements.
San Francisco Bay Area
Senior
$185,000 - 225,000 USD / year
2 months ago

✨ About The Role

- Responsible for managing and optimizing IT Support Escalations processes and handling major incidents - Drive the integration of ITIL practices into workflows, improve IT service management, and enhance overall user experience - Work closely with IT teams to develop custom applications, manage integrations, and automate processes within IT systems - Mentor service desk team members and enhance their proficiency through tailored training sessions and development programs - Demonstrate deep knowledge in access management, application support, systems integration, and AV support, managing complex technical issues effectively

⚡ Requirements

- Strong understanding and proficiency in identity providers like Azure, mobile device management systems such as Jamf and Intune, and a wide range of SaaS applications - Skilled in automating tasks and processes using bash and Python scripting to enhance service management and streamline business operations - Experienced in access management, application support, systems integration, and AV support, with the ability to manage complex technical issues effectively - Excellent at creating and maintaining detailed technical guides, runbooks, and documentation to simplify processes for team members - Proactive in identifying areas for technical improvements and implementing enhancements to optimize support workflows
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IT Support Escalation Engineer
San Francisco Bay Area
$185,000 - 225,000 USD / year
Engineering
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