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# IT Escalation Engineer

- **Company:** Tier 3 Technology Solutions, LLC
- **Location:** Ankeny, IA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, CompTIA Security+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Virtual Local Area Networks, Computer Networking Systems, Microsoft InTune, CIS Benchmarks, Firewall Services Module
- **Published:** July 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6a9622f4bbbb6bda

## About the Role

* 5+ years of MSP or enterprise IT experience with demonstrated project delivery capability
 * Deep expertise in Microsoft 365, Entra ID, Intune, and hybrid identity environments
 * Strong networking fundamentals: VLANs, firewall rules, VPN, DNS/DHCP
 * Hands-on experience with enterprise security tooling - EDR, MDR, email security, or equivalent
 * Demonstrated ability to run a client engagement independently - scoping through delivery
 * The ability to explain complex technical problems clearly to non-technical business owners
 * Ability to work in person at our Ankeny, Iowa office and travel to client sites as needed

Nice to Have

 * CompTIA Security+, Microsoft certifications (MD-102, AZ-104, SC-200), or equivalent
 * Experience with WatchGuard, CrowdStrike, Huntress, NinjaOne RMM, or HaloPSA
 * Familiarity with compliance frameworks: NIST, CIS Controls, HIPAA
 * Experience contributing to QBR or executive-level client conversations, Attention to Detail - Read This

## Description

The Escalation Engineer is our highest-level technical individual contributor. You are the last internal stop before a problem goes to a vendor or outside resource - and most of the time, you solve it before it gets there.

You rotate through every layer of our service delivery model on a 30-day Tour of Duty cycle. That rotation keeps you connected to the client experience, raises first-touch resolution across the team, and ensures our most capable engineers are never siloed. You do not sit in one lane. You raise every lane you move through.

What You Will Do

 * Serve as the final technical escalation point for complex issues across the client base
 * Lead client onboarding and stabilization engagements - scoping, planning, and executing end-to-end
 * Execute infrastructure migrations, cloud deployments, and major technical projects
 * Rotate through all service delivery tiers on a 30-day Tour of Duty cycle
 * Identify and document change orders - recognize scope growth and flag it before it becomes a problem
 * Contribute to QBRs and strategic technical planning conversations alongside the Client Success team
 * Mentor IT and Senior Engineers - share your reasoning, not just your solutions
 * Maintain and improve internal documentation and runbooks so your knowledge lives in the system


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