Critical Response Engineer

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Job description

Job Description:
The Critical Response Engineer's (CRE) primary responsibility is to provide a superior and world-class customer experience. As a technically advanced member of the Flexential Service Support team, you will be the primary escalation point for complex customer issues. 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. You will also have a significant role in the Flexential Problem and Knowledge Management process. You may be asked to participate in project work and provide technical resolution for general case and incident management. This position is eligible for work from home arrangements.
Key Responsibilities and Essential Job Functions

• Act with a high sense of urgency during response and resolution of critical support escalations.
• Perform Case and Incident management within the ITSM ticketing system in a timely, professional, informative and customer first manner.
• Serve as an escalation and point for the Service Support team for complex customer issues.
• Participate in efforts to deliver training to less experienced staff members to improve overall team capabilities.
• Mentor IRA staff to improve individual skills both technical and non-technical (documentation, communication, customer interaction, etc.)
• Ensure that KBs (Knowledge Base) are created, reviewed, updated, or deprecated in a timely fashion and with a regular cadence so they remain relevant and useful to the Service Support team.
• Serve as technical expert for customer facing KBs.
• Constantly collaborate with customers and teammates to determine improvement areas in processes and capabilities.
• Participate in Problem Management activities, providing technical analysis or solutions that help eliminate recurring incidents within a technical environment, including appropriate escalation to partner technical resources or groups, when required.
• Assist leadership team in screening/interviewing candidates (both internal and external), for technical skills and team fit.
• Adhere to the Flexential Core Values (Teamwork, Respect, Urgency, Humility, Openness, Professionalism, Expertise).
• Assist the frontline team with phone and ticketing queues as needed to fulfill Service Support response and resolution Service Level Objectives.
• Participate in an on-call rotation to provide a 24/7 escalation point for the FSS (Flexential Service Support) team.
• This position will require periodic travel to other locations at the discretion and direction of the leadership team for collaboration and training. (
• Perform other duties as required and assigned.

Required Qualifications

• Minimum 5 years of experience working within an IT Support environment.
• AA, BS in Computer Science, Information Systems or similar, or equivalent work experience.
• ITIL Foundation certification
• Advanced level knowledge in two or more of the following technical disciplines:
• VMWare and/or other virtualization technologies
• Linux Operating System Administration and troubleshooting
• Windows Operating System Administration and troubleshooting
• Network Administration and troubleshooting
• Firewall Administration
• Load Balancer Administration
• DRaaS (Disaster Recovery as a Service) technologies
• Familiarity with various server, application, and network technologies such as:
• Remote Desktop, SSH, FTP
• Web server
• SNMP

Preferred Qualifications

• Experience working with one or more of these core technologies:
• Cisco Network infrastructure
• VMware
• RHEL (Red Hat Enterprise Linux)
• Fortinet firewalls
• Commvault backup solutions
• Zerto Disaster Recovery software
• Kemp load balancers
• Science Logic
• Microsoft Server
• CCNA (Cisco Certified Network Associate), CCNP (Cisco Certified Network Professional) or other comparative certification
• VMWare VCP (VMware Certified Professional)
• Experience working within an ITIL and/or IT Service Management aligned environment, including a core understanding of Incident Management, Change Management and Problem management.
• Possess the initiative to learn and obtain industry certifications in key technical areas.
• Subject Matter Expert in Flexential service offerings is a plus

Physical Requirements

• Ability to sit for extended periods of time
• Moderate or advanced keyboard usage

Base Pay Range

• Annualized salary range offered for this position is estimated to be ($92,900.00- $104,400.00 ). However, the actual pay range depends on each candidate's experience, location, and qualifications.

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
• Flex 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.

EEO Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This position has the following safety hazards:

Chemical
Electrical
Ergonomics
Climb ladders
Mechanical lift
Noise
Temperature Extremes
Trip/Fall
Driving (must possess valid driver's license and insurance)
Other: _

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