POSITION SUMMARY: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.
- This position requires 5-10 years of hands-on experience supporting server, networking, and cloud infrastructure in an MSP or multi-client environment.
PRINCIPAL DUTIES AND RESPONSIBILITIES: - 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.
KNOWLEDGE, SKILLS AND ABILITIES: - 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.
- 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.
- Abilities: Proven analytical and problem-solving abilities. Ability to collaborate with peers to solve problems. Ability to meet deadlines and perform effectively under pressure.
BENEFITS & PERKS:We believe in taking care of our team both professionally and personally. That's why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.
Financial & Retirement
- 401(k) with company match to help you plan for the future
- Referral bonus program. Get rewarded for bringing great people to the team.
Health & Wellness
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Company provided Life Insurance, STD, LTD and AD&D
- Employee Assistance Program (EAP) for confidential counseling and support services
- Paid Time Off starting on your hire date
- Sick Time Off
- Employee Discount Program for added savings
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