Senior Escalation Engineer: Networking, VMware & 365

RJ Young; Nashville (TN); Hybrid; USD 90,000 - 120,000; Full time

Job summary

RJ Young in Nashville, TN seeks an Escalation Engineer (Tier 3) to own complex issues end-to-end, restore services quickly, and reduce repeats through RCA, documentation, and SOPs. This highly customer-facing role communicates with SMB leaders and coordinates across networking, server/virtualization, and Microsoft 365 identity.

Most work is remote from our office with hands-on staging as needed. The role emphasizes proactive updates, project leadership, and thorough ticket notes to drive

Qualifications

• 5+ years IT support with escalation ownership (Tier 3+).
• Strong networking fundamentals: VLANs, subnetting, DHCP/DNS, routing basics, troubleshooting methodology.
• Production experience with Windows Server and Active Directory fundamentals (AD DS, DNS; basic GPO knowledge).
• Microsoft 365 administration beyond user accounts (identity and security fundamentals; Conditional Access knowledge strongly preferred).
• Strong customer-facing communication and active listening; able to work directly with SMB owners.

Responsibilities

• Own complex issues end-to-end, restore services quickly.
• Lead small-to-mid sized projects end to end, partnering with project and account teams.
• Document scope, risks, and customer decisions; maintain thorough ticket notes.
• Provide proactive status updates to customers and maintain knowledge base content.
• Troubleshoot across networking, server/virtualization, and Microsoft 365 identity.

Skills

Customer-facing communication

Active listening

Troubleshooting

Project leadership

Documentation & SOP development

Education

High School or higher

Tools

Sophos Firewall

Ruckus/Aruba gear

VMware/Hyper-V

Active Directory

PowerShell scripting

Job description

RJ Young in Nashville, TN seeks an Escalation Engineer (Tier 3) to own complex issues end-to-end, restore services quickly, and reduce repeats through RCA, documentation, and SOPs. This highly customer-facing role communicates with SMB leaders and coordinates across networking, server/virtualization, and Microsoft 365 identity.

Most work is remote from our office with hands-on staging as needed. The role emphasizes proactive updates, project leadership, and thorough ticket notes to drive