Senior Systems Engineer

Escalation Support Engineer

Location: Hurricane, West Virginia Reports to: Chief Operating Officer Type: Full-time

About the role You are the last stop on the service board. When Tier 2 has exhausted their playbook, the ticket comes to you — and it comes with a frustrated client, an incomplete picture, and often a business that can't operate until it's resolved. If you want to spend your week solving problems nobody else could solve, this is that seat. We support 150+ clients across all industries, ranging from small businesses to publicly traded companies.

What you'll do

• Own escalated tickets end to end — diagnosis through resolution and client communication, without handing the problem back down
• Serve as incident commander on P1 outages: coordinate the response, keep stakeholders informed, and run the post-incident review
• Perform root cause analysis on recurring issues and drive the permanent fix, whether that's a configuration change, a documentation gap, or a client-side conversation about technical debt
• Mentor Tier 1 and Tier 2 engineers through shoulder-to-shoulder troubleshooting, not just ticket handoffs
• Improve the knowledge base and standard operating procedures so the same escalation doesn't reach you twice
• Identify and flag client environments that generate disproportionate ticket volume, and partner with account management on remediation plans
• Participate in the on-call rotation ([frequency], approximately [X] weeks per quarter)

What we're looking for Experience

• 5+ years in IT support with at least 2 in an MSP or other multi-tenant environment
• Demonstrated history as a terminal escalation point — you've been the person the team calls
• Comfortable working across dozens of client environments with varying standards, documentation quality, and legacy baggage

Technical depth — strong in most of these, expert in several:

• Windows Server, Active Directory, Group Policy, DNS, DHCP, certificate services
• Microsoft 365 administration: Exchange Online, Entra ID, Intune, Conditional Access, hybrid identity
• Networking: routing and switching fundamentals, firewall policy, VLANs, site-to-site VPN, wireless troubleshooting
• Virtualization: VMware vSphere and/or Hyper-V
• Backup and disaster recovery: Slide or Datto, including restore validation and ransomware recovery
• Endpoint security and EDR triage
• Scripting for diagnosis and remediation — PowerShell at minimum

How you work

• You document as you go, because the next engineer to touch this environment might be you at 2 a.m.
• You can explain a complex failure to a non-technical business owner without condescension or jargon
• You know when to stop troubleshooting and escalate to a vendor, and you build a case file before you do
• You stay calm when a client is not

Nice to have

• Certifications: MS-102, AZ-104, VMware VCP, Net+, Sec+, or equivalent
• Experience with compliance frameworks relevant to our client base (HIPAA, CMMC, PCI-DSS, SOC 2)
• Exposure to ConnectWise or RMM scripting at scale
• Voice/UC experience (Teams Phone, 3CX, SIP)
• Prior experience mentoring or building technical training programs

What we offer

• Paid Health, dental, vision
• 401(k) with up to 4% match
• 3 weeks PTO
• Annual stipend for successful certifications and exam attempts

How to apply In place of a cover letter, we'd rather hear about one escalation you're proud of: what was broken, what everyone else had already tried, and how you found it.