Critical Response Engineer

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. (<5%)

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

Hiring Range: ($94,600 - $103,000)Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential’s robust suite of assets spans 21 markets and comprises 38 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit www.flexential.com. Flexential is a registered trademark of the Flexential Corp.Follow Flexential on LinkedIn (http://www.linkedin.com/company/flexential) , Twitter (https://twitter.com/flexential) , Facebook (https://www.facebook.com/flexential/) and YouTube (https://www.youtube.com/c/Flexential) .All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.