Senior Escalation Engineer Level 3 (MSP):
We are a leading Managed and Cloud Services Provider that has been supporting the Houston business community for over 25 years. We are trusted by clients to manage their IT infrastructure, security, and cloud services with precision and innovation. This is a hybrid WFH position with full benefits, 401(k), certification reimbursement, and more!
We are seeking a Senior Escalation Engineer Level 3 (MSP) to join our dynamic time that will allow you to be on the forefront of delivering cutting-edge IT solutions that drive business success. Your main responsibility will be handling top level escalations from the Tier 1 and Tier 2 technicians.
Previous MSP experience is required for Senior Escalation Engineer Level 3 (MSP) applicants.
Senior Escalation Engineer Level 3 (MSP) Position Responsibilities:
- Take a lead role as the technical expert for all infrastructure-related outages, failures, and problems.
- Remain cognizant of customer service-level agreements, and strive to meet or exceed them on a regular basis.
- Coach Tier 2 and Tier 1 engineers on technical decision making and ticket curation.
- Advocate for each customer problem by digging into the issue, keeping their business at the forefront of your troubleshooting process.
- Participate in Incident Management by providing situational reports via ticket updates and/or customer-facing communications.
- Perform proactive and reactive Incident Response as a result of system or service anomalies.
- Provide top-notch technical support in your areas of subject matter expertise (storage, virtualization, Windows OS).
- Identify and drive opportunities to automate repeatable networking tasks including through creation and maintenance of scripts and tools.
- Commit to professional growth and development by maintaining and/or obtaining new industry specific certifications.
Senior Escalation Engineer Level 3 (MSP) Technology Requirements:
- Strong experience with Cloud technologies (Azure)
- Strong experience with Virtualization technologies (VMware, Hyper-V)
- Support and configuration of Windows Server up to version 2022
- Concepts, configuration, and troubleshooting of firewalls (SonicWall, Ubiquiti)
- Manage and troubleshoot Exchange user accounts through Microsofot 365
- IT Glue administration, process automation abilities preferred
Senior Escalation Engineer Level 3 (MSP) Benefits:
- Health, Dental, and Vision Insurance
- Hybrid WFH (80% – 90% at home per week)
- Quarterly Bonus
- 401(k) with 3% company match
- Certification reimbursement
- PTO and Paid Holidays
- Clear promotion tracks
