IT Escalation Engineer
Core
Final escalation resource for complex technical problems, leading client onboarding, infrastructure migrations, and cloud implementations for MSP clients.
Role type
Senior IT Escalation Engineer (MSP)
Builds
Client onboarding, stabilization, infrastructure migrations, and cloud implementations
Domain
Managed IT Services / Cybersecurity
Deliverable
client delivery
Required skills
Microsoft 365, Entra ID, Intune, hybrid identity architectures, networking (VLANs, firewalls, VPNs, DNS, DHCP), enterprise security platforms (EDR, MDR, email security), client engagement management, technical solution reasoning
Preferred skills
CompTIA Security+, Microsoft certifications (MD-102, AZ-104, SC-200), WatchGuard, CrowdStrike, Huntress, NinjaOne RMM, HaloPSA, compliance standards (NIST, CIS Controls, HIPAA), QBR facilitation
Technologies
Cloud Firewall, Microsoft 365, Security, Office 365, DevOps, VPN
Responsibilities
Act as final internal escalation resource for complex technical problems, lead client onboarding and stabilization, carry out infrastructure migrations and cloud implementations, rotate across service delivery tiers, spot and document change orders, support QBRs and strategic planning, coach IT engineers on solution reasoning, maintain internal documentation and runbooks