IT Escalation Engineer

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Recruitment Manager @ HIREXE | Apple Certified Support Professional | Connecting talent with dynamic, remote US opportunities

IT Escalation Engineer - MSP Focused

Location : Remote (Must be available during U.S. Eastern Standard Time working hours)

Company :

We are a fast-growing U.S.-based Managed Service Provider (MSP) that delivers innovative IT solutions to small and medium-sized businesses across various industries. We pride ourselves on our proactive service model, team collaboration, and a customer-first mindset. We are seeking a highly skilled and experienced IT Escalation Engineer (L3) to join our team and serve as a technical escalation point for complex issues.

About the Role :

As a IT Escalation Engineer (L3) , you will handle high-priority incidents, perform advanced troubleshooting, and take ownership of critical client systems. You will act as the final point of escalation within the support team, liaising with vendors, resolving sophisticated infrastructure and network issues, and supporting project implementations. This is a hands-on role that demands deep technical expertise, strong client-facing skills, and the ability to lead troubleshooting efforts with confidence and precision.

Key Responsibilities :

• Act as the final escalation point for all technical issues unresolved by Level 1 and 2 support engineers.
• Diagnose and resolve complex issues related to Windows Server environments, networking, virtualization (VMware / Hyper-V), cloud platforms (Azure / M365), and business-critical applications.
• Troubleshoot and remediate firewall, VPN, and advanced routing issues across multi-site client networks.
• Interface directly with clients to provide expert-level support and consultation.
• Work with third-party vendors for issue resolution (hardware, software, licensing, etc.).
• Collaborate with account managers and project teams to align IT operations with business needs.

Systems & Infrastructure

Maintain, upgrade, and troubleshoot on-prem and cloud infrastructure (Windows Server, Active Directory, Azure AD, Exchange Online, SharePoint).

Manage backup solutions, disaster recovery configurations, and storage infrastructure.

Handle patching, scripting (PowerShell), and automation of routine tasks.

Security & Compliance

Perform security audits, monitor logs, and proactively identify vulnerabilities.

Implement best practices in endpoint protection, MFA, firewalls, and data protection in accordance with compliance frameworks.

Documentation & Reporting

Document technical issues, resolutions, and root cause analysis in the PSA system (e.g., ConnectWise, Autotask).

Create and update knowledge base articles for internal use.

Contribute to process improvement initiatives and technical documentation.

Qualifications & Experience :

Required :

5+ years of experience in an MSP or enterprise IT support environment.

Virtualization experience (VMware, Hyper-V).

Familiarity with backup & DR platforms (Datto, Veeam, etc.).

PowerShell scripting for automation and diagnostics.

Nice to Have :

Certifications such as CompTIA Network+ / Security+, Microsoft Certified : Azure Administrator, or MCSA / MCSE.

Experience with RMM / PSA tools such as ConnectWise, N-Able, Kaseya, or Atera.

Knowledge of cybersecurity tools and best practices.

Experience with ITIL framework or similar methodologies.

Soft Skills :

Strong time management and prioritization skills.

Calm under pressure; able to troubleshoot live issues with clients on the line.

Team-oriented with a willingness to mentor junior staff.

Working Hours :

Full-time

Must be available during U.S. Eastern Standard Time (EST) business hours (typically 8 AM – 5 PM EST)

What We Offer :

Competitive compensation

Growth opportunities within a fast-paced MSP environment

Collaborative and supportive team culture

Exposure to diverse technologies and clients

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries IT Services and IT Consulting

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