Escalation Engineer – MSP

Escalation Engineer - MSP

Location: Farmingdale, NY

Work arrangement: On-site initially; two days per week after the probationary period

Salary: $100,000–$115,000

Benefits: Paid time off, health insurance, 401(k), and travel reimbursement

About the Opportunity

An established managed services provider is seeking an Escalation Engineer to deliver dedicated remote technical support to major client accounts. In this senior technical role, you’ll lead response to complex infrastructure issues, help keep client systems running smoothly, and provide technical guidance to Tier 1 and Tier 2 engineers.

Responsibilities

• Serve as the technical lead for infrastructure outages, failures, and other complex issues.
• Investigate customer problems thoroughly, keeping each client’s business needs in mind.
• Respond to incidents proactively and reactively when systems or services show signs of an issue.
• Provide clear ticket updates and customer communications during incident response.
• Monitor service-level agreements and work to meet or exceed response and resolution expectations.
• Coach Tier 1 and Tier 2 engineers on technical decisions and effective ticket management.
• Provide advanced support for storage, virtualization, Windows operating systems, and related infrastructure.
• Use systems management tools to monitor and support client environments.
• Identify opportunities to automate recurring networking tasks; create and maintain scripts and tools.
• Quickly assess unfamiliar environments and technologies to identify likely causes and next steps.
• Maintain and develop technical skills through ongoing professional development and relevant certifications.
• Participate in a recurring after-hours on-call rotation.

Qualifications

• Strong experience with cloud technologies, especially Microsoft Azure.
• Strong experience with virtualization technologies, especially VMware.
• Experience supporting Windows Server environments, including Active Directory and Group Policy.
• Knowledge of firewall concepts, configuration, and troubleshooting; SonicWall experience is preferred.
• Experience managing and troubleshooting Exchange user accounts in Microsoft 365.
• IT Glue administration experience is preferred.
• Scripting, process automation, or automation tool development experience is preferred.
• Strong troubleshooting, communication, and customer service skills.