Senior Escalations Engineer (Managed Service Provider)

Join a fast-growing, award-winning Managed Services Provider (MSP) headquartered in Columbia, MD, renowned for its forward-thinking approach to technology, employee growth, and commitment to client success. Our team has been consistently recognized as a top workplace, fostering a culture of collaboration, innovation, and continuous learning.

We deliver comprehensive technology solutions, including cloud computing, cybersecurity, professional services, and fully managed IT services. Serving a diverse range of clients across industries, we offer our employees exciting challenges and exposure to a wide array of technologies.

The Role:

We are currently seeking a skilled and versatile Escalations Engineer who excels at both project execution and advanced support. In this dual role, you will serve as a key technical resource, handling complex Tier 3 escalations while also leading and contributing to client-facing projects. You’ll be involved in designing and implementing IT solutions that align with each client’s unique environment and business goals.

This position is perfect for someone who enjoys balancing technical support with hands-on project delivery, thrives in fast-paced environments, and is eager to mentor others while advancing their own technical skill set.

Responsibilities:

• Serve as the escalation point for complex Tier 3 incidents from internal support teams.
• Troubleshoot and resolve critical issues across servers, networking, cloud infrastructure, and security platforms.
• Perform root cause analysis and create remediation plans to reduce future escalations.
• Act as a technical advisor to clients, delivering high-quality customer service and proactive recommendations.
• Lead and participate in infrastructure projects such as cloud migrations, server deployments, network redesigns, and security implementations.
• Design and implement custom IT solutions involving virtualization (VMware/Hyper-V), Azure environments, networking (firewalls, switches, VPNs), and storage systems.

Job Requirements and Qualifications:

• 3 years of experience in an MSP environment handling escalations.
• Strong troubleshooting skills across Windows Server, Azure administration, and M365.
• Hands-on experience with virtualization technologies (VMware or Hyper-V).
• Working knowledge of networking (firewalls, switches, routing, VPNs – Meraki, SonicWALL, or similar).
• Familiarity with security best practices, backup/recovery solutions, and scripting (PowerShell preferred).

Benefits:

• Salary $100,000 - $110,000
• 100% Health/ Vision/ Dental
• 401k Company Match
• PTO Holidays Sick Days
• Hybrid work from home
• Bonus program