Escalation Engineer
Core
Resolve complex technical escalations for MSP clients involving network infrastructure, Microsoft 365, and endpoint environments, including onsite troubleshooting and documentation.
Role type
Escalation Engineer (MSP)
Builds
Production network fixes, runbooks, and client support solutions
Domain
Managed Service Provider (MSP), IT Infrastructure, Networking
Deliverable
Production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Hands-on troubleshooting (Windows Server, M365, networking, endpoints), firewall/switch diagnostics, independent onsite work, technical documentation, client communication
Preferred skills
CCNA, Network+, Microsoft certifications, IT Glue, Autotask, co-managed support experience
Technologies
Firewall, Microsoft 365, Network, Windows, Office 365
Responsibilities
Own technical escalations when Tier 1/2 support fails, troubleshoot complex network issues (firewalls, VLANs, routing, switching, wireless), communicate technical problems to clients in plain language, document work in IT Glue, maintain accurate tickets/time entries in Autotask, create reusable runbooks
Seniority
Individual Contributor, hands-on