> Markdown version of [/jobs/ext/2004860-roc-escalation-engineer](https://www.wearedevelopers.com/jobs/ext/2004860-roc-escalation-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ROC Escalation Engineer - **Company:** GFI Digital Inc. - **Location:** Maryland Heights, MO, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Virtual Private Networks (VPN), Routing, Windows PowerShell, Cloud Services, Virtualization Technology, Wireless Networks, Document Enterprise Platform, Firewalls (Computer Science), Microsoft InTune, Information Technology, Cisco, Vmware - **Published:** August 9, 2026 - **Apply:** https://www.wayup.com/i-j-ROC-Escalation-Engineer-GFI-Digital-987383624368825/ ## About the Role + This position requires 5-10 years of hands-on experience supporting server, networking, and cloud infrastructure in an MSP or multi-client environment., 1. Knowledge : This position requires 5-10 years of hands-on experience supporting server, networking, and cloud infrastructure in an MSP or multi-client environment. Strong working knowledge of Active Directory, Entra ID, Group Policy, DNS/DHCP, backup and disaster recovery, and Microsoft 365 administration. Familiarity with PowerShell scripting for troubleshooting and automation. Experience with Datto RMM, Autotask PSA, and IT Glue is a plus. Degree in computer science or information technology preferred. Industry certifications such as Microsoft, CompTIA, or Cisco are a plus. 2. Skills : Excellent analytical and diagnostic skills with a methodical approach to root cause analysis. Strong written and verbal communication skills, including the ability to document complex issues clearly for both technical and non-technical audiences. Highly self-motivated and capable of working independently under pressure. Ability to prioritize and manage multiple concurrent escalations. 3. Abilities : Proven analytical and problem-solving abilities. Ability to collaborate with peers to solve problems. Ability to meet deadlines and perform effectively under pressure. ## Description The SWAT / Escalation Engineer serves as the final escalation point from the Remote Operations Center (ROC) for complex, multi-domain technical issues that have exceeded the troubleshooting capabilities of the service desk. This role owns problems end-to-end from escalation through root cause identification and resolution, responds to critical client situations requiring immediate intervention, and drives knowledge transfer back into the ROC to reduce future escalation volume., + Serve as the primary escalation point for the ROC on complex technical issues that have exceeded standard service desk troubleshooting procedures. + Take ownership of escalated issues end-to-end, driving them from initial assessment through root cause analysis and confirmed resolution. + Diagnose and remediate complex problems spanning server infrastructure, virtualization (Hyper-V, VMware), networking, identity, and cloud services - particularly issues that cross multiple technology domains. + Troubleshoot advanced networking issues including firewalls, routing, switching, VPN, DNS, and wireless infrastructure. + Resolve complex Microsoft 365, Azure, Entra ID, Exchange Online, and Intune issues including hybrid identity, conditional access, and mail flow. + Identify recurring escalation patterns, perform trend analysis, and provide actionable feedback to ROC leadership to reduce repeat escalations. + Create and maintain runbooks, knowledge base articles, and resolution documentation based on resolved escalations to improve ROC self-sufficiency. + Coach and mentor ROC Analysts and Engineers through real-time guidance, post-incident reviews, and targeted skill development to improve first-call resolution rates. + Work within the PSA and documentation platforms to document escalated issues with thorough resolution notes, root cause findings, and any environmental recommendations. + Collaborate closely with Technical Account Managers (TAMs), vCIOs, and the ROC to ensure world-class support delivery for all clients. + Support or coordinate onsite responses for business-critical incidents, either by direct presence or by working in real-time with field technicians, TAMs, or client IT staff to drive rapid resolution. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)