MSP Escalations Engineer – Junior Systems Engineer

In-Telecom

Town of Texas (WI)

On-site

USD 50,000 - 70,000

Full time

3 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Job summary

In-Telecom seeks a Junior Systems Engineer to join its MSP team in Texas. You will act as Escalations Level 2, handling advanced troubleshooting, administration, and client-facing support across multiple environments.

Responsibilities include ownership of tickets, guiding Level 1 technicians, managing Microsoft 365 services, AD/identity, and Windows Server tasks, while maintaining clear documentation and strong client communication.

Qualifications

Three or more years of hands‑on IT support, systems administration, or network support experience.
At least one year of experience in an MSP, multi‑client, or high‑volume service desk environment strongly preferred.
Working knowledge of Microsoft 365 administration, including Exchange Online and Entra ID.
Working knowledge of Windows Server, AD, DNS, DHCP, Group Policy, and file permissions.
Experience troubleshooting LAN, WAN, wireless, VPN, firewall, and general network connectivity issues.
Experience supporting Windows 10 and Windows 11 devices in a business environment.
Familiarity with virtualization platforms such as Hyper‑V or VMware and hosting platforms, such as Azure.
Experience with remote monitoring and management, PSA, documentation, backup, endpoint security, and ticketing platforms.
Understanding of cybersecurity fundamentals, including MFA, least privilege, phishing protection, endpoint security, patching, and identity protection.
Ability to read logs, isolate technical variables, document findings, and follow structured troubleshooting processes.
Basic PowerShell experience preferred.
Experience with ConnectWise Manage, ConnectWise RMM, Microsoft Intune, Azure, Meraki, Fortinet, SentinelOne, Auvik, or similar platforms is a plus.

Responsibilities

Troubleshoot and resolve escalated support requests involving Microsoft 365, Windows operating systems, networking, servers, identity, applications, and endpoint management.
Serve as an escalation resource for Level 1 technicians and provide technical guidance when appropriate.
Administer Microsoft 365 services, including Exchange Online, Entra ID, Teams, SharePoint, licensing, user access, and security settings.
Troubleshoot identity and access issues involving Active Directory, Entra ID, multifactor authentication, Conditional Access, group policies, and permissions.
Support Windows Server environments, including Active Directory, DNS, DHCP, file services, print services, and basic Group Policy administration.
Diagnose network connectivity issues involving switches, firewalls, wireless networks, VPNs, VLANs, routing, DNS, and DHCP.
Investigate alerts generated by RMM, backup, security, identity, and network monitoring platforms.
Identify recurring incidents and assist with root‑cause analysis and permanent remediation.
Follow established change‑management, security, escalation, and documentation standards.
Maintain accurate ticket notes, time entries, resolution details, client documentation, and knowledge‑base articles.
Communicate directly with clients regarding technical findings, business impact, next steps, and resolution status.
Coordinate with senior engineers, cybersecurity, vendors, and other internal teams when issues require specialized expertise.
Participate in an on‑call rotation and after‑hours maintenance activities as required.
Assist with small technical projects, system upgrades, migrations, deployments, and remediation initiatives, when needed.
Mentor Level 1 technicians and contribute to the continued development of the service team.