Our Sr. Incident Response Engineers are primarily tasked with providing escalated remote support and project delivery to our Incident Response clients. Issues range from backups, workstation, Active Directory, network, and hypervisor restoration to migrations, upgrades, and solutions-building.
Requirements
- Provide escalated remote support and project delivery to Incident Response clients
- Collaborate on project planning, project design, preparation of deliverables, timelining, and contingency planning
- Perform advanced systems configuration, management, and maintenance in areas including Microsoft-related technologies, Virtualization technologies, Backup and disaster recovery solutions, and Remote access solutions
- Leverage diagnostic tools; review event logs, Syslogs, monitoring data, and memory dumps to troubleshoot issues
- Restore and reimage virtual servers from images and various backup solutions
- Restore and rebuild ESX and Hyper-V hosts, domain controller, etc.
- Employ a solid understanding of networking concepts and troubleshooting
- Deploy and configure security-enhancing solutions for systems and applications (including MFA and endpoint protection)
- Maintain billable utilization targets
- Record complete change details, time worked entries, and work notes in ServiceNow platform on a real-time basis
- Contribute to the team's attainment of high customer satisfaction scores on project delivery
- Follow our project process to execute project deliverables: configure, test, implement, refine, document, monitor, and transition to appropriate stakeholders
- Follow our Change Management Process to perform approved changes in client environments
- Communicate internally and (as directed) externally to provide timely information regarding project status, promised follow-ups, and requested feedback on a detailed and professional basis
- Take ownership for client experience
- Guarantee project deliverables are met; ensure customers are satisfied
- Look for ways to improve project experience (internally & externally)
- Escalate and troubleshoot systems issues from more junior engineering resources work to resolution
- Own the issue through completion; determine root cause, locate a clear path to resolution
- Participate in incident response on-call rotation for incoming IR projects
- Assist in the initial triage and establishment of access for project kick-off
- Flex into Project Delivery
Benefits
- Competitive compensation
- Comprehensive benefits including medical, dental, vision, disability, life, 401(k), and PTO
- Exposure to a wide range of clients and technologies
- Work alongside experienced, collaborative technicians
- Ongoing professional development and certification opportunities
