Senior Escalations Engineer – MSP

Senior Escalations Engineer – MSP

A fast-growing, award-winning Managed Services Provider (MSP) in Columbia, MD is looking for a skilled and versatile Escalations Engineer to join their team. Recognized as a top workplace, this company fosters a culture of collaboration, innovation, and continuous learning while delivering cutting-edge IT solutions in cloud computing, cybersecurity, and fully managed IT services.

Why Join Us?

• Competitive Salary: $100,000 - $110,000
• 100% Paid Health, Vision, and Dental Insurance
• 401(k) with Company Match
• Generous PTO, Holidays, and Sick Days
• Hybrid Work Environment (Office & Remote)
• Bonus Program and Career Growth Opportunities

The Role:

As an Escalations Engineer, you will serve as a key technical resource, handling complex Tier 3 escalations while also leading and contributing to IT projects. This role is ideal for someone who enjoys a mix of advanced troubleshooting, solution design, and hands-on project execution in a fast-paced MSP environment.

Key Responsibilities:

• Act as the Tier 3 escalation point for critical technical issues.
• Troubleshoot and resolve server, networking, cloud, and security incidents.
• Conduct root cause analysis to minimize recurring issues.
• Advise clients on best practices and proactive technology improvements.
• Lead cloud migrations, server deployments, network redesigns, and security projects.
• Design and implement virtualization (VMware/Hyper-V), Azure environments, and networking solutions (firewalls, switches, VPNs).

Ideal Candidate:

• 2 years of experience in an MSP environment handling advanced escalations.
• Expertise in Windows Server, Azure administration, and Microsoft 365.
• Hands-on experience with VMware or Hyper-V virtualization technologies.
• Strong networking knowledge (firewalls, switches, VPNs – Meraki, SonicWall, or similar).
• Familiarity with security best practices, backup/recovery solutions, and PowerShell scripting.