Location: Hurricane, West Virginia
Reports to: Chief Operating Officer
Type: Full-time
About the roleYou are the last stop on the service board. When Tier 2 has exhausted their playbook, the ticket comes to you - and it comes with a frustrated client, an incomplete picture, and often a business that can't operate until it's resolved.
If you want to spend your week solving problems nobody else could solve, this is that seat.
We support 150+ clients across all industries, ranging from small businesses to publicly traded companies.
What you'll do- Own escalated tickets end to end - diagnosis through resolution and client communication, without handing the problem back down
- Serve as incident commander on P1 outages: coordinate the response, keep stakeholders informed, and run the post-incident review
- Perform root cause analysis on recurring issues and drive the permanent fix, whether that's a configuration change, a documentation gap, or a client-side conversation about technical debt
- Mentor Tier 1 and Tier 2 engineers through shoulder-to-shoulder troubleshooting, not just ticket handoffs
- Improve the knowledge base and standard operating procedures so the same escalation doesn't reach you twice
- Identify and flag client environments that generate disproportionate ticket volume, and partner with account management on remediation plans
- Participate in the on-call rotation ([frequency], approximately [X] weeks per quarter)
What we're looking forExperience
- 5+ years in IT support with at least 2 in an MSP or other multi-tenant environment
- Demonstrated history as a terminal escalation point - you've been the person the team calls
- Comfortable working across dozens of client environments with varying standards, documentation quality, and legacy baggage
Technical depth - strong in most of these, expert in several:
- Windows Server, Active Directory, Group Policy, DNS, DHCP, certificate services
- Microsoft 365 administration: Exchange Online, Entra ID, Intune, Conditional Access, hybrid identity
- Networking: routing and switching fundamentals, firewall policy, VLANs, site-to-site VPN, wireless troubleshooting
- Virtualization: VMware vSphere and/or Hyper-V
- Backup and disaster recovery: Slide or Datto, including restore validation and ransomware recovery
- Endpoint security and EDR triage
- Scripting for diagnosis and remediation - PowerShell at minimum
How you work- You document as you go, because the next engineer to touch this environment might be you at 2 a.m.
- You can explain a complex failure to a non-technical business owner without condescension or jargon
- You know when to stop troubleshooting and escalate to a vendor, and you build a case file before you do
- You stay calm when a client is not
Nice to have- Certifications: MS-102, AZ-104, VMware VCP, Net+, Sec+, or equivalent
- Experience with compliance frameworks relevant to our client base (HIPAA, CMMC, PCI-DSS, SOC 2)
- Exposure to ConnectWise or RMM scripting at scale
- Voice/UC experience (Teams Phone, 3CX, SIP)
- Prior experience mentoring or building technical training programs
What we offer- Paid Health, dental, vision
- 401(k) with up to 4% match
- 3 weeks PTO
- Annual stipend for successful certifications and exam attempts
How to applyIn place of a cover letter, we'd rather hear about one escalation you're proud of: what was broken, what everyone else had already tried, and how you found it.
