About the Role
The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting. The Technical; Escalation System Engineer provides Tier 2/3 IT technical support across the firm. They will investigate and resolve issues escalated by Tier 1 and 2 customer services support teams (Service Desk/EUS Teams). Resolutions are documented within ServiceNow so that Tier 1/2 support will be able to handle the issue in the future. The Technical Escalation System Engineer will proactively identify and investigate potential problem issues based on call trends. Technical Escalation System Engineers are responsible for actively resolving problems identified within Problem Management.
What You’ll Do
- Provide day to day second level Technical Escalation support to the firm’s global IT customer service teams and practitioners.
- Prioritize and action request resolving them within Service Level Agreements (SLA), according to internal Operational Level Agreements (OLAs).
- Take ownership and responsibility of escalated issues by first level teams, delivering quality error free work, while ensuring expectations are set and met.
- Resolve the root cause of complex issues where possible rather than applying a temporary workaround.
- Root Cause Analysis must be a prescriptive and repeatable process.
- Develop and maintain documentation, policies, and procedures within ServiceNow to enable as many future issues to be resolved by the Service Desk and all other Local IT customer services teams.
- Utilizing professional judgment escalate issues to other relevant resolver groups when appropriate.
- Work with the Configuration Management team on pre and post release testing of application packages and fixes.
- Work with the Continual Service Improvement team to implement improvements to processes and methodologies based on research and thorough testing.
- Work with Global Cyber and Privacy (GCP) team to manage the day to day operations of identity Access Management for the firm.
- Assist on project and provide key deliverables as assigned.
Level Requirements
- PC Architecture
- Windows Server, AD, Group Policy, O365
- 2FA, FTP, SFTP
- Virtualization – Citrix and VMWare
- Software distribution – LANDesk, SCCM, WDM
- Office 2016
- Windows 10
Basic Qualifications
- Four Year Computer Science College Degree or relevant job experience
- 5 or more years of experience using ITSM systems or work experience in an Information Technology Operation role.
- Minimum of 2 or more relative Technical certifications
- Minimum ITIL Foundation certification
Preferred Skills
- Scripting for automating repetitive tasks and administration of Office 365 (PowerShell)
- Exposure to Azure with fundamentals of administration.
- Excellent knowledge of Microsoft Windows operating systems, including deployment, configuration and troubleshooting in an enterprise environment.
- Systems Administration: Knowledge of Active Directory, Group Policy, Hybrid Exchange including email flow troubleshooting.
- Knowledge and understanding of DNS and TCP/IP
- Demonstrable experience with core Microsoft technologies.
- Support of Multifactor / SSO / MDM Products: Duo, RSA, and AirWatch
