Lead Escalation Engineer

We are a 21-year-old MSP, family owned, and AZ-based company, helping small businesses (mostly law firms) with their technological needs. You might be the one we are looking for!

You'll fit right in if you:

• Have AT LEAST 4 years of MSP experience, 100% clean background check
• LOVE learning, working with, and experimenting with new technology
• Get excited when you save someone's day and provide great service
• Are a hard-working fun person, and see yourself being in the IT industry for the foreseeable future
• Want to work in a GROWING environment, with STABLE income and a long-standing company,
• Love bonuses and raises...
• Want the opportunity to advance and learn more!

Benefits:

• Paid certifications – We encourage continuous learning and development
• Paid vacations – Because Work-Life balance is important for everyone...
• Bonuses – When the company makes money, so do all the employees...
• Raises – The more you learn, the more you earn
• Monthly management meeting and feedback- So you never have to guess how YOU are doing, and your manager never needs to guess how HE/SHE is doing!
• Clear KPI's – Clear path to a successful employment
• Opportunities to grow – We will push you to get to the next level- always!

QUALIFICATIONS:

• REQUIRED: Relevant minimum of 4 YEARS experience working with an MSP
• REQUIRED: Microsoft Azure AD/ MS365 management and automation
• REQUIRED: Experience working with RMM and PSA software (DATTO preferred.)
• REQUIRED: Cybersecurity-related tasks/ audits, Cloud hosting, and virtualization (HyperV, SonicWall, VPN),
• REQUIRED: BCDR (Axcient), Networking (Unifi, Sonicwall), IT projects, Servers maintenance (Windows only), scripts creation, testing new technology, and other IT tasks.
• Preferred: Cyber Security education/experience.
• Preferred: Good communication skills and comfortable doing inbound and outbound calls with the clients.

Tools you should be familiar with, or alike:

Barracuda DNS filter, Datto PSA and RMM, AutoElevate, Cylance, Infocyte, Syxsense, IT Glue, SonicWall, Unifi, and more


ROLES AND RESPONSIBILITIES:

As a Lead Escalation Engineer, you need to manage the service desk to provide high-quality support. You handle tickets, escalations and ensure SLAs are met. You keep the knowledge base updated and run weekly training sessions to keep the team ready. You solve the toughest IT problems that the support team can't fix, working on servers, networks, software, and cloud platforms like Microsoft 365 or Azure. You mentor junior engineers, document solutions, and find the root causes of problems to prevent them from happening again. You also communicate with clients during escalations to ensure quick and smooth resolutions. Additionally, you help with project tasks, using your technical skills to support larger IT projects.


Definitions of role:

• This position reports to the Director of IT
• Identify the need for knowledgebase articles and manage the knowledge base to ensure accuracy.
• Create structured training sessions for weekly meetings and identify knowledge gaps, making recommendations accordingly.
• Ensure SLAs are met and perform proactive quality assurance of tickets, processes, and documentation.
• Handle ticket escalations in a timely manner and delegate tasks to the technical team.
• Identify issues with solutions and services, providing insights and enforcing policy adherence.
• Research and apply best practices for resolution purposes.
• Assist with or lead technical projects and perform advanced troubleshooting.
• Mentor junior engineers and support staff.
• Perform engineering tasks as needed.
• Perform additional tasks as requested.


Applicants will be tested on, and must pass the following testing topics:

Personality - You will take the personality exam and must pass the company’s preference.

Technical level- (if you can answer these questions, you are most likely a good fit

• Create a user in local Windows Active Directory, with restricted logon hours
• Create a new tenant on MS365 with conditional access to allow only devices with encrypted hard drives to log in to that tenant.
• Create an Intune policy that will install Firefox on an Azure-joined VM and make Firefox the default browser with the specific home page.
• Explain to a non-technical person what the "cloud" is.
• Troubleshoot a Hyper-V VM that won't load/ start after it was migrated to a new host.

Other basic network troubleshooting, basic AD management, Advanced knowledge with MS office programs, drive cloning, Hardware troubleshooting, and Windows errors troubleshooting.


More details:

• A PRE-EMPLOYMENT BACKGROUND CHECK is performed (at our expense). You must have a 100% clean background check.
Please do not apply if you don't have a 100% clean background check.
• Personality is KEY for us. We are looking for an easy-going, yet professional, friendly, and HONEST person.
• You will be working from home. This means you must have a quiet work environment and no excessive background noise.
• FAST AND RELIABLE INTERNET SERVICE IS REQUIRED
• You must have a Computer/Laptop with at least i5 minimum 9th gen processor (preferably a newer one) with 16 GB RAM or more.
• Your device should be solely dedicated only for work. The device provided by the company will be arranged based on your
tenure. Of course, you can still use it for personal reasons, but downloading other stuff that is not work-related is prohibited
since we are an IT company, and security is our priority.
• You must have recently worked on a night shift for 2 consecutive years or more.
• We evaluate/ review employees monthly and provide consistent feedback.
• We offer raises and bonuses according to performance, certifications, attitude, and customer reviews twice/ year.
• Your manager (our IT director) will create a roadmap for your "KPIs" and certifications track. We always push our team to earn certifications and additional knowledge – even allowing “disconnect study time” during business hours!
• On-call rotation (after-hours) for a week at a time, once every 4-5 weeks. It's VERY rare that we get calls after hours (the average is only twice/ year!)
• We're closed on major US holidays, and at the completion of the first 3 months of employment, you'll qualify for paid holidays.
• Work hours are Mon-Fri at 8 am till 5:30 pm (UTC-07:00, MST, Arizona time zone)
• Every 4 to 5 weeks, you'll be working 1/2 day on a Saturday (project work/catch-up work) and get 1/2 day off the week after
• Mandatory 1-hour lunch and additional breaks (as you need those) throughout the day.
• Further details and information will be discussed with qualified candidates.

HOW TO APPLY?

Please note that we only accept applications by email. Please read the instructions below to have your application looked at:

• Send an Email to Upgrade to see actual info with the subject line "Lead Escalation Engineer - April 2025".
• Include the following, and ONLY the following, please:
• An attachment of your resume in PDF format
• A confirmation (simple written statement) that you have a 100% clean background with no criminal history.
• A confirmation (simple written statement) that you understand the business hours and standby rotation schedule.
• Share how many years of experience you have working with an MSP and include the name of the MSP(s) you worked with (those must be listed on your resume as well).
• Share which RMM and PSA software you have experience with.
• A confirmation that you pass the required qualifications.

NOTE: Please do NOT apply using other methods besides the above email. We get MANY applications for every job post, and those who come via phone, social media, or any method other than Email are automatically disqualified.

Only those who follow the above instructions will be contacted within up to 2 business days with further instructions. Thank you for understanding!

For those who follow the above application Email instructions, if you qualify to be interviewed, we will offer you to start our 3-STEP HIRING PROCESS:

• We'll send you a simple form to fill out, and we'll then review your submitted form. (It should take less than 3 minutes to complete.)
• We will send you the personality test, which needs to be accomplished before we can move forward to your technical test.
• We'll invite you to a remote technical test, where we will test some of your basic computer literacy and troubleshooting skills. (It normally takes 10-15 minutes to complete.)
• A virtual interview to discuss your desires, personality, the position expectations, pay, etc., where we'll also answer all your questions. (Normally takes 30 minutes)
• A face-to-face interview. (Normally takes 30-45 minutes).

We look forward to welcoming you to our team and helping you grow your career with us!