Job description

As an IT Escalation Engineer, you will be responsible for resolving complex technical issues, collaborating with internal and external teams, and ensuring client satisfaction. You will participate in security incident response, provide technical guidance, and drive continuous improvement initiatives.

Company Profile:

Our client is a US-based company and is a trusted IT partner, helping US-based small and medium-sized enterprises thrive since 1995. They specialize in delivering comprehensive managed IT solutions, freeing clients from IT burdens and empowering them to focus on core business objectives. Their dedicated team provides proactive support, innovative strategies, and customized solutions to drive growth and success.

As the company continues to grow, they are now seeking an IT Escalation Engineer with excellent organizational abilities and meticulous attention to detail to join their dynamic workforce and help them reach new heights.

This career opportunity is perfect for those who aim to join a team committed to fostering strong relationships, high accountability, and collaborative teamwork.

Duties and Responsibilities:

Work with other internal teams, clients and vendors, as needed, to ensure high overall quality of service and client satisfaction
Work with our Client Concierge team to help answer technical questions and come up with technical solutions to clients’ needs
Participate on the Company’s Incident and Response security team
Communicate with management and team leader(s) regarding escalated service tickets and recommended actions to resolve them
Participate, support and maintain strong best practices and standards; develop and recommend idea’s, suggestions for improvements
Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interests
Direct clients through issue resolution including client meetings, status reports, and updates, as needed
Encourage problem solving/documentation/SOP compliance by all support team members
Maintain and meet applicable regulatory requirements
Responsible for special projects as assigned
Performs other duties as assigned

Requirements

At least 10 years of experience working in an MSP/CSP environment
VMWare and Hyper-V hypervisor experience
Basic understanding of Citrix and VMWare Horizon
Experience with Windows OS
Experience with Windows Server (2016, 2019, 2022)
Experience with Office 365 Admin
Intermediate understanding of layer 2 and 3 switches
Advanced firewalls using common platforms like (Watchguard, Sophos, Cisco, etc.)
Advanced understanding of Windows networking to include: Domains and trusts, Group Policies, permissions, UAC, DNS, DHCP and general administration tasks and troubleshooting
Intermediate knowledge of PowerShell scripting
Intermediate knowledge of DBMS systems like Oracle, Microsoft SQL, Postgres, etc.
Ability to communicate technical information, both verbal and written, to a wide range of users and ability to multi-task and adapt while maintaining a clear focus on priorities
Strong troubleshooting and problem-solving skills for hardware and software issues
Strong client service client-focus and orientation
Excellent interpersonal communication skills that span both business and technical audience
Strong organization and attention to detail skills

Advantageous skills or nice-to-haves:

Bachelor’s Degree in Information Technology, Science, Engineering or related
Experience with SQL
ITIL Foundations
Possesses CompTIA A+, Security+, CCNA/Network+ or other relevant certifications – with preference on higher-level certifications
Prior experience or ability to mentor and train level 2 engineers
Experience with MSP tools like ConnectWise Automate or Manage

Required profile