Escalation III Engineer

• Serve as the final internal escalation point for the most complex network, server, identity, and infrastructure issues across the client base.
• Diagnose and resolve problems spanning routing/switching, firewalls, VPNs, DNS/DHCP, Windows Server, Active Directory, virtualization, storage, and backup/disaster-recovery systems.
• Perform root-cause analysis and implement permanent fixes and preventative measures rather than recurring break/fix work.

Network Engineering

• Design, configure, and maintain LAN/WAN, VLANs, routing, switching, and wireless infrastructure across client environments.
• Implement and manage firewalls, VPNs, and network security controls; monitor performance and capacity, and remediate issues proactively.
• Lead network upgrades, migrations, and new client onboarding from design through cutover., * Architect, deploy, and maintain physical and virtual server environments (Windows Server, Hyper-V / VMware), including Active Directory, Group Policy, and DNS/DHCP.
• Manage storage, backup, and disaster-recovery solutions; test and validate recovery procedures.
• Administer endpoint, patching, and monitoring tooling (RMM), ensuring systems are secure, patched, and healthy.

Cloud Engineering

• Design, deploy, and manage cloud infrastructure and identity across Microsoft 365 / Azure (Entra ID, Exchange Online) and, where applicable, AWS.
• Lead cloud migrations and hybrid-identity configurations; optimize cost, security, and performance of cloud workloads.
• Implement cloud security and compliance controls aligned to client requirements.

Automation & AI (Optional / Growth Area)

• Where the opportunity exists, use scripting (e.g., PowerShell, Python) to automate repetitive infrastructure and administrative tasks.
• Optionally contribute to client-facing automation and AI consulting engagements using platforms such as N8N, REWST, or Microsoft Power Automate - training and support provided for engineers without prior experience.

Mentorship, Documentation & Process

• Mentor Tier 1 and Tier 2 engineers, review their work, and raise the technical capability of the team.
• Create and maintain runbooks, network/server documentation, and knowledge-base articles.
• Contribute to infrastructure standards, change-management, and security practices across the team.

Client Engagement

• Act as a senior technical point of contact for key clients, communicating clearly with technical and non-technical stakeholders.
• Participate in scoping calls, technical reviews, and project planning., The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
• Work is performed in office, client-site, and data-center settings, including computer network and server rooms that may be confined, noisy, and subject to variable temperatures and air conditioning.
• Must be able to access, move within, and work in network and server rooms - including bending, kneeling, reaching, and working in tight spaces to access racks, cabling, and equipment.
• Must be able to lift, carry, and position IT equipment (such as servers, switches, and UPS units) weighing up to 50 pounds, with assistance as needed.
• Frequent use of a computer and prolonged periods of sitting or standing while working at a keyboard and monitors.
• Occasional travel to client locations is required; the role demands a valid driver’s license and reliable transportation.

• 5+ years in a progressively senior IT / MSP engineering role, with demonstrable Tier 3 / senior-level escalation experience in network, server, or cloud infrastructure.
• Strong network engineering skills - routing, switching, VLANs, firewalls, VPNs, DNS/DHCP, and wireless.
• Strong server/systems administration - Windows Server, Active Directory, Group Policy, and virtualization (Hyper-V and/or VMware).
• Hands-on cloud experience with the Microsoft 365 / Azure ecosystem, including Entra ID and Exchange Online; AWS exposure a plus.
• Experience with backup, disaster recovery, storage, and monitoring/RMM tooling.
• Working knowledge of security best practices across network, server, and cloud environments.
• Proven structured troubleshooting methodology and the discipline to drive issues to root cause.
• Clear written and verbal communication, including the ability to produce technical documentation.
• Valid driver’s license and reliable transportation; this role requires travel to client sites as needed.

Preferred

• Scripting/automation ability (PowerShell, Python, or similar) to streamline infrastructure tasks.
• Experience with low-code/automation platforms such as N8N, REWST, or Microsoft Power Automate, or interest in learning them.
• Exposure to AI tooling or automation/AI consulting work (a plus, not required - training provided).
• Familiarity with API integrations (REST, OAuth2) and SQL databases.
• Experience in one or more of our verticals: automotive dealerships, legal, accounting, or manufacturing.
• Relevant certifications (e.g., CompTIA Network+/Security+, Cisco CCNA, Microsoft Azure / 365, VMware)., * Technical depth & ownership - takes end-to-end accountability for complex problems and sees them through to a durable resolution.
• Analytical problem-solving - breaks down ambiguous issues methodically and reasons from root cause rather than symptoms.
• Communication - explains technical concepts clearly to both engineers and business stakeholders, verbally and in writing.
• Mentorship & collaboration - lifts the capability of more junior engineers and works effectively across the service-delivery team.
• Client focus - understands business context and delivers solutions that produce real, measurable value.
• Adaptability & continuous learning - stays current with evolving platforms, tools, and AI capabilities.
• Reliability & judgment - manages priorities independently, exercises sound judgment under pressure, and follows through on commitments.