Senior Escalation Engineer - MSP Incident Commander

OM Internships; Hurricane, Northern (WV, KY); Hybrid; USD 85,000 - 130,000; Full time

Benefits offered by this job

Paid Health, dental, vision

401(k) with up to 4% match

3 weeks PTO

Annual certification stipend

Job summary

OM Internships is seeking an experienced IT escalation engineer to own high-priority tickets end to end from diagnosis to resolution. You will act as incident commander for P1 outages, coordinating the response and conducting post-incident reviews.

You will mentor junior engineers, improve knowledge bases, and help remediate environments with high ticket volume. This role is on-site in Hurricane, WV and supports 150+ clients across industries.

Qualifications

• 5+ years in IT support, including at least 2 in MSP or multi-tenant environments.
• Demonstrated history as terminal escalation point — you've been the person the team calls.
• Experience working across dozens of client environments with varying standards, documentation quality, and legacy baggage.

Responsibilities

• Own escalated tickets end to end — diagnosis through resolution and client communication.
• 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)

Skills

Windows Server

Active Directory

DNS

DHCP

Certificate Services

Microsoft 365 admin

PowerShell

VMware vSphere

Hyper-V

Incident Response

SLA/On-call

Tools

ConnectWise

RMM scripting

Datto

Teams Phone

SIP

Job description

OM Internships is seeking an experienced IT escalation engineer to own high-priority tickets end to end from diagnosis to resolution. You will act as incident commander for P1 outages, coordinating the response and conducting post-incident reviews.

You will mentor junior engineers, improve knowledge bases, and help remediate environments with high ticket volume. This role is on-site in Hurricane, WV and supports 150+ clients across industries.