Senior Escalations Engineer (Partial WFH)

We are a highly regarded IT consulting, networking, and solutions firm based in Norwalk, CT 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, handling escalations and resolving technical issues with a 50/50 split between support and escalations.
  • Address escalations like BCDR incidents, critical errors, and virtual environment issues while maintaining systems through regular Server Administration tasks (OS, AD, GPO).
  • Lead system upgrades with thorough research and documentation, leveraging virtualization expertise (VMware) for troubleshooting and optimization.
  • Manage Datto backup and recovery solutions, and handle email security, firewall management, and endpoint security.
  • Administer M365 with a focus on SharePoint, license management, and critical issue resolution.
  • Troubleshoot, deploy, and manage firewalls with a good understanding of networking.
  • Support client technology in the Manufacturing sector, including SAAS and on-premise products, and collaborate with internal teams and vendors for smooth operations.
  • Participate in projects like cloud desktop migrations, network file share transitions to SharePoint, AD to Azure AD migrations, security feature implementation, and 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
  • Hybrid work schedule with 20% time spent in the office or at client sites as needed
  • 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