Tier 3 Escalation Engineer (MSP)

We’re an 12-person, security-first MSP in Independence supporting small and mid-size businesses across the Cleveland metro, with a growing Charlotte client base. We’re hiring a Tier 3 Escalation Engineer: the person the hard problems stop at.

This is a top-of-the-technical-ladder role at a shop small enough that your decisions actually shape how clients’ environments are built and secured. No layers of change advisory boards, no offshore handoffs, no ticket mill. You get the escalations nobody else could crack, the infrastructure projects, and the security work.

WHAT YOU’LL ACTUALLY DO

• Serve as final technical escalation for the service desk: the tickets that stumped Tier 2 land with you
• Design, implement, and document client infrastructure: Windows Server, Active Directory, Azure, M365 / Entra ID / Intune
• Own network architecture and troubleshooting: WatchGuard firewalls, VLANs, site-to-site and client VPN, DNS, DHCP
• Deliver our embedded security services: hardening, monitoring response, remediation
• Run client projects end to end: migrations, server refreshes, network buildouts
• Mentor Tier 1 and Tier 2 techs, and raise the quality bar on documentation and escalation habits
• Work in ConnectWise for tickets and projects; keep your work visible and your fixes reusable

• 5+ years in progressively senior IT roles, with at least 2 years at an MSP or in a multi-client / multi-site environment
• Deep, provable Windows Server and Active Directory expertise, including the ugly stuff: replication problems, GPO conflicts, trust issues, AD / Entra hybrid identity
• Strong M365 administration: Exchange Online, Entra ID, Intune, Conditional Access
• Real firewall and network engineering experience (WatchGuard a plus, but competence transfers)
• Azure experience beyond the portal basics
• Security mindset: you think about attack surface by default, not as an afterthought
• You document thoroughly and communicate clearly with non-technical clients
• You can run a project without being managed through it

Nice to have: Synology NAS, ConnectWise, security certifications, prior lead or mentorship experience.

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * $80,000+ based on experience
• Health, dental, and vision insurance
• 401(k)
• Paid time off
• Onsite in Independence with hybrid flexibility, * 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Professional development assistance
• Vision insurance

Application Question(s):

• Describe an Active Directory or Entra hybrid identity problem you personally diagnosed and resolved. What was breaking, how did you find it, and what was the fix?