Senior Escalations Engineer (Partial WFH)
We are a highly regarded IT consulting, networking, and solutions firm based in Houston, TX, with a legacy of excellence since 1990. Our expertise in modern networking and complex computer systems drives us to deliver top-tier IT solutions to our clients. Our team of certified technicians, engineers, and customer service representatives works collaboratively to meet and exceed client expectations.
Due to our continued growth, we are seeking an experienced Senior Escalations Engineer (Partial WFH)to join our dynamic team. This role involves a hybrid work schedule, requiring onsite presence for approximately half of the time to ensure effective team collaboration and client support.
As a valued member of our team, you will receive ample opportunities for career advancement, including promotions and regular salary increases. We are committed to your professional development, offering paid training programs and upfront certification payments to keep you on the cutting edge of the latest technology. We provide a supportive environment that fosters growth, where your contributions are recognized and rewarded.
Join us to be part of a forward-thinking company that invests in its people and supports their development while offering a flexible work arrangement. Apply today to advance your career in a role that combines technical challenges with personal growth and professional achievement.
Senior Escalations Engineer (Partial WFH) Responsibilities:
- Provide 70% support and 30% project assistance, acting as a key resource in resolving technical issues and executing projects with a team
- Handle escalations effectively, with a balanced workload of 50% support and 50% escalations.
- Address escalations, including BCDR (Business Continuity and Disaster Recovery) incidents, critical errors, failed events from backups, file and folder restoration, and virtual environment remediation.
- Ensure the smooth operation of systems through routine maintenance and detailed documentation for Server Administration (OS, AD, GPO),
- Act as a champion for necessary System Upgrades, conducting thorough research and preparing documentation to support Project Plan Deliverables
- Utilize expertise in virtualization (VMware), including troubleshooting and optimizing space, storage, and CPU utilization.
- Manage and maintain the Datto product line, including backup and recovery solutions.
- Demonstrate proficiency in email security, firewall management, and endpoint security.
- M365 environment, focusing on SharePoint administration, license and subscription management, and addressing critical issues.
- Troubleshoot, deploy, and manage firewalls, with a decent understanding of networking components.
- Provide general support for client-specific technology, particularly within the Manufacturing vertical, encompassing SAAS-based and on-premise products.
- Collaborate with internal teams and external vendors to ensure seamless operations and client satisfaction.
- In addition to client support, this role may entail working on various projects such as:
- Migrating clients to a cloud virtual desktop environment.
- Transitioning network file shares to SharePoint Online Document libraries.
- Moving from classic Active Directory to Azure AD, including endpoint joinings.
- Implementing security features and functionality.
- Assisting with new client onboarding.
Senior Escalations Engineer (Partial WFH) Requirements:
- 2+ years working in the MSP industry
- Experience with RMMs and PSA tools
- Expertise in Active Directory and Azure AD
- Experience with Microsoft Exchange and M365
- Hands-on configuration and troubleshooting of switches, routers, and firewalls.
- Familiarity with antivirus solutions (preferably Sentinel One and Webroot).
- Windows desktop support knowledge, including printers, networking, virus removal, and VPN
- Solid understanding of data recovery and hard drive RAID configuration.
Senior Escalations Engineer (Partial WFH) Benefits:
- Salary: $80,000-$90,000
- Local WFH with 20% client visits or less
- Comprehensive medical, dental, and vision insurance
- Generous paid time off and company-paid holidays
- 401k plan with a 3% matching contribution
- Employee growth plans and reimbursement for certifications
- Opportunity to work extensively with cloud technology
