Escalation Enginner

Title: Escalation Engineer, Server Operating Systems/Cloud Operations
Location: Columbia, MD (Hybrid)
Pay: $70,000 - $90,000 plus benefits
Hours: Full-Time
Type: Direct Hire

Description
This position is responsible for the design, maintenance and support of servers operating systems, line of business applications and cloud operations and management. The escalations engineer contributes and works with clients to implement new solutions, troubleshoot escalated issues, and maintain systems configurations and operations. The escalations engineer is skilled in a broad range of technical concepts related to applications, server, domains, and cloud. This individual is responsible for troubleshooting, maintaining and executing complex server and messaging technology from requirements gathering, testing, configuring and documenting both on-premise and cloud-based (Office365/Azure) platforms.

• Provides technical expertise to support client systems and infrastructure.  
• Ability to independently upgrade/configure complex deployments and/or migration of legacy and modern Microsoft server products and platforms. 
• Plans and executes software upgrades and migration activity. Develop transition plans to bridge current and planned infrastructure and integration requirements, including pre and post migration test and validations. Support and maintain monitoring for these technologies.
• Assist in developing best practices/standards and disseminating amongst teams.
• Update and maintain detailed technical designs and documentation.
• Generates configurations from Low level requirements for complex environments; expected to generate standard project documentation including detailed test plans for complex networks.
• Works within cross-functional teams to resolve Tier 2 & 3 issues.
• Works with Application, Support and Training staff to develop best practices and training materials for support teams and end users.
• Manages, reports, and resolves escalated incidents from lower teams.
• Willingness to take ownership of issues until resolution.
• Commit to continuous education, certification, and self-improvement in technical disciplines related to our clients.
• Limited Travel required.
• Other duties as assigned.

Qualifications

• Minimum of 5 years of hands-on experience in IT support desk role as well as designing, implementing and supporting Microsoft Server and Office 365 environments.
• Expert understanding low level operating system functionality.
• Experience with the following:
  • Windows Server Operating Systems (Server 2016, 2019, 2022)
  • PowerShell (For Scripting and Automation)
  • Windows Servers / Windows Server Deployment
  • Active Directory
  • DHCP
  • DNS
  • File Sharing
  • Microsoft 365 Cloud Suite
  • Hypervisor technologies (Hyper-V/VMWARE)
• Database administration Experience
• Various LOB Application licensing and troubleshooting experience  
• Advanced application performance and monitoring theories 
• Comfortable with REST APIs
• Previous MSP Experience 
• Experience with various Line of Business Applications from a support and maintenance perspective. 
• Familiar with local networking technologies commonly found in business environments. 
• Strong technical and troubleshooting skills required to manage the daily operations and project implementation in a fast-paced managed services support setting.
• Must be an effective communicator with strong attention to detail in order to perform daily checks, monitor vendor support and perform required maintenance to keep the client systems highly available, stable and always performing optimally.
• Must be able to work in a small team environment.
• Shares information and communicates clearly with team members to improve team effectiveness.

Benefits:

• Health/Vision/Dental Plan including Health Savings Account
• 401k, matching 5%
• Disability and Life Insurance
• Profit Sharing
• Professional Development
• Flexible Time Off
• Staff Events

Level One Personnel is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other status protected by law.