Escalation Engineer

The Escalation Engineer serves as the primary technical escalation point for Service Desk technicians when issues exceed their skillset or fall outside expected resolution timelines. This role ensures client incidents and service requests are resolved quickly and accurately by leveraging advanced troubleshooting, deep technical knowledge, and collaboration with vendors or higher-tier support as necessary. The Escalation Engineer balances hands-on ticket resolution with guiding and mentoring Service Desk staff, improving overall team capability and customer satisfaction.

Roles

• Act as the technical escalation resource for Service Desk Tier 1 & Tier 2 technicians.
• Provide advanced troubleshooting and resolution for complex client issues.
• Serve as a subject matter expert (SME) in key technologies used across MSP clients.
• Collaborate with vendors, internal teams, and project engineers to resolve escalated incidents.
• Document solutions, fixes, and best practices to enhance the Service Desk knowledge base.
• Assist in training and mentoring Service Desk staff to increase technical capacity.

Responsibilities

• Receive, review, and resolve escalated tickets from Service Desk within established SLA timeframes.
• Troubleshoot complex technical issues including server, cloud services, M365, endpoint, and network-related problems.
• Perform root cause analysis to prevent repeat issues and recommend improvements.
• Document escalation steps, troubleshooting methods, and resolutions in the ticketing system.
• Communicate with clients in a professional, timely, and empathetic manner during escalated cases.
• Collaborate with Service Delivery leadership on recurring client or system-wide issues.
• Proactively identify gaps in Service Desk processes, documentation, or training and recommend solutions.
• Maintain awareness of client environments and unique technical requirements.

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Ethics - Treats people with respect always; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Knowledge & Skills Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., * Ability to read, write, and communicate clearly and professionally with both technical and non-technical audiences.

• Ability to apply basic math for data analysis, performance metrics, and troubleshooting.
• Strong critical-thinking skills; able to apply logical reasoning to troubleshoot complex problems.
• Strong knowledge of Windows Server, Microsoft 365, Active Directory, Azure AD, Intune, Exchange Online, SharePoint, and Teams.
• Familiarity with endpoint management tools (RMM), backup solutions, and security platforms (EDR/XDR).
• Experience with networking fundamentals (firewalls, switches, VPNs).

Education and Experience:

• 3-5 years of experience in IT support, preferably within an MSP environment.
• Proven track record handling escalations or senior-level Service Desk roles.
• Microsoft 365 or Azure certifications strongly preferred.
• Networking certifications (CompTIA Network+, CCNA) a plus.
• Security-related certifications (CompTIA Security+, MS-500) beneficial.

By fulfilling these roles and responsibilities, you will be an integral part of our MSP team, helping to ensure our clients’ IT systems run smoothly and efficiently.

Pulled from the full job description 401(k) Health insurance Paid time off Dental insurance, Great compensation package for qualified applicants

• Medical / Dental Benefits
• Paid vacation / personal & sick time
• 401K
• Being part of an incredible team
• Gain experience and learn from a talented seasoned team of technical and business professionals, * 401(k)
• Dental insurance
• Health insurance
• Paid time off