Senior Escalation Engineer/ Team Lead (MSP)

Founded in 2000 from a college dorm room, they’ve grown to a team of 42 professionals specializing in desktop as a service and Managed IT services for small to midsize professional organizations, particularly in the legal, real estate, and fashion industries. They focus on core values—Care, Innovation, Teamwork, and Integrity—to guide the team, delivering outstanding service to over 100 clients, primarily in the tri-state area and increasingly nationwide. Their collaborative environment ensures continuous improvement and client satisfaction, making it an exciting and fulfilling place to advance your technology career.

Senior Escalation Engineer/ Team Lead (MSP) Responsibilities: 

  • 70% Escalations 30% Leadership 
  • Lead a team of 4 systems engineers to provide advanced technical support, troubleshooting, and solution development for servers, infrastructure, and network issues.
  • Lead Incident response and cybersecurity operations with SOC.
  • Act as a point of escalation for complex technical problems, offering high-level expertise and support.
  • Develop, document, and maintain policies, procedures, and plans for team development.
  • Foster an efficient and collaborative work environment within the team.
  • Provide training, support, and coaching to systems engineers and support staff.
  • Collaborate with stakeholders and team members to identify and seize opportunities for company growth.
  • Participate in an on-call rotation to provide essential support as needed.

Senior Escalation Engineer/ Team Lead (MSP) Requirements: 

  • Professional MSP (Managed Service Provider) Experience
  • 3 + years MSP experience 
  • Managing and supporting servers, infrastructure, and networks, preferably for mid-sized companies.
  • IT management and automation platforms, is preferred.
  • Proficient in Windows Server 2008-Current
  • Active Directory & Group Policy
  • M365 administration 
  • Exchange Server & SQL Server
  • VMWare & Citrix
  • Data Backup
  • IT Security (endpoint, network, email)
  • Firewalls, Routers, Layer 3 Routing, Managed Switches (SonicWall, Fortinet, & WatchGuard)
  • VLAN, and DNS (including various record types).

Senior Escalation Engineer/ Team Lead (MSP) Benefits:

  • Senior Escalation Engineer/ Team Lead (MSP) Salary: $125K to $135K
  • 100 % Covered Health, Dental, Vision
  • 3 days from from home, no car needed for this position
  • 401K with 5% match
  • PTO (increases with tenure)
  • Paid Holidays
  • Paid Sick Leave
  • Bonuses
  • Regular Performance Reviews
  • and more as you grow with the company like profit sharing, stipends, etc
Level 2.5 Level 3 Escalations