Platforms and Data Center Escalation Engineer

Job Title: Platforms and Data Center Escalation Engineer Location: Headquarters (Clayton, MO)

Job Category: 100% Technical Reports To: Vice President of Service

Department/Group: Service Delivery Level/Salary Range: Level 3 - Level 4 based on experience


As a Platforms and Data Center Escalation Engineer at Acropolis, you will focus as an escalation point for platform issues at both our managed client location and our internal Data Center infrastructure. Your day will consist of working with other teams to plan, coordinating and solve complex problems while helping less experienced engineers solve problems and grow technically within the organization. Your work is important to both our clients and Acropolis core vision:

·       Remediate events and errors of windows server operating systems

·       Manage virtual server resources

·       Remediate issues related to patching

·       Install bi-annual firmware updates on storage devices and host servers

·       Remediate events and errors of storage devices

·       Configure, Manage and remediate issues with server and host software and physical connectivity. (such as iSCSI, software switching)

·       Configure, Manage and remediate issues related to Active Directory

·       Configure, manage and remediate issues related to Exchange or Exchange Online

·       Granular File restoration

·       Bare metal restoration of server OS

·       Manage data center inventory and help plan for capacity changes

·       Manage data center hardware and management software

·       Manage backup replication site

·       Coordinate with vendors on behalf of clients

·       Act as a backup in the phone queue

·       Act as an escalation resource for all platforms related issues

·       Act as a mentor to junior technicians

·       Manage internal lab environment


Required Skills

·       Working knowledge of Windows Server (2008-2016)

·       Working knowledge of Exchange, AD, GPO, SQL, NTFS permissions, RDS farm, Hyper-V, VMWare

·       Working Knowledge of VEEAM backup and replication and BackupExec

·       Working Knowledge of Microsoft Windows 7/8/10

·       Basic working knowledge of Linux

·       Working knowledge of Public and Private DNS

·       Ability to review environment and make recommendations on situations to reduce issues/downtime/performance issues

·       Working knowledge of troubleshooting tools like xperf, perfmon, RSOP, reliability manager

·       Working knowledge of scripting and PowerShell


Administrative Responsibilities

·       Communicate expectations to the stakeholders in a timely understandable way

·       Deliver with an “above and beyond” mentality

·       Conduct yourself in a pleasant, helpful and professional manner

·       Record and develop Lessons Learned for future work

·       Track all time in a ticketing system and submit weekly time sheets

Positional Goals

·       Maintain a minimum of 50% billable time per month to clients and 25% billable time to acropolis’ datacenter

·       Time Management: Update all tickets daily and enter time into ticket in real-time.

·       Performance: Close an average of 4 tickets per day over a quarter

Core Values

 ·       All-In - Servant Mentality for Clients and Peers, whatever it takes, Customer 1st, Volunteers, communicates well, Devote, Do the Right Thing, Takes Ownership, Concerns for client beyond the job, help 1st, Customer care, Excellent Communicator, Responsive, Selfless, Accountable, Team Player, Shows initiative

·       Tenacious - Adaptive, Can Do Attitude, Tenacious to find the answer, doesn’t quit

·       Exceptional - High Performing, Masterful, Brilliant, Highly Competent, Above Average, Smart, Savvy, Always Learning, Strategic Minded, Works Efficiently, Sound

·       High Energy - Spark of Energy, Fun Loving, Positive Attitude, Caring, Bad-assery



  • Live the Acropolis core values

  • Microsoft Certification within 90 days of hire

  • Aspire to learn and grow, keep up on new technologies

  • Interest in technical problem solving and exceptional customer service skills

  • Ability to switch gears from one issue to another, work multiple issues, stay focused and maintain momentum

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