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Escalation Engineer

Washington, DC
Insignia Technology Services has an immediate opening for an Escalation Engineer to join our team in the DC area. In this position, you will provide escalation support to the Service desk to ensure an issue is escalated to the proper resource required to remediate. As an Escalation Engineer, you work with desk side support engineers to define and document problems and resolutions. This position will report to the Project Manager and collaborate with other engineers and IT professionals on the team as well as other government resources. 
  • Provide escalation support to the Service desk to ensure an issue is escalated to the proper resource required to remediate and limits engagement from outside teams when possible
  • Work with desk side support engineers to define and document problems and resolutions
  • Provide end user remote access support, managing all issues related to access by remote users
  • Ensure proper and accurate escalation of service desk tickets
  • Serve as a point of contact for any new or updated technologies to be used by the service desk
  • Ensure escalation team is properly following escalation procedures.   
  • Perform other related duties as assigned
Requirements
  • High School Degree or equivalent 
  • Ability to obtain and maintain a Low-Risk Background Clearance National Agency Check with Inquiries (NACI)
  • Must be authorized to work for any employer in the US
 
  • Experience Solutions Engineer – Mid
  1. Minimum of four (4) years of experience in remote access support and escalation management or any equivalent combination of education and experience that provides the required knowledge, skills, and abilities
  2. Minimum of one (1) year of experience providing Service Desk services, as well as incident resolution procedures or equivalent combination of education and experience that provides the required knowledge, skills, and abilities
  • Experience Solutions Engineer – Senior
  1. Minimum of eight (8) years of experience providing business solutions engineering support, to include architectural design, engineering design, proof of concept development, pilots, analysis, results, and documentation or any equivalent combination of education and experience that provides the required knowledge, skills, and abilities
  2. Minimum of one (1) year of experience providing Service Desk services, as well as incident resolution procedures or equivalent combination of education and experience that provides the required knowledge, skills, and abilities
Preferred
  • Active Low-Risk Background Clearance National Agency Check with Inquiries (NACI) or equivalent
US Military Veterans are encouraged to apply.
 
Work Location 
Regular on-time and on-site attendance is an essential function of this position. Insignia reserves the right to adjust work location based upon mission requirements. 
 
Insignia
To learn more about Insignia, our benefits, and other carrier opportunities,  please visit our website
 
Insignia Technology Services is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. To request a reasonable accommodation or inquire about the physical requirements or work conditions, contact hr@insigniatechnology.com.
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