Senior MSP Escalations Engineer | Tier III IT Support

Pacific Office Automation Inc.; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life insurance

Matched 401k

FSA program

Job summary

Pacific Office Automation seeks an experienced MSP Escalations Engineer to join our Beaverton, OR office. The role is the final escalation point for server, software, and network issues, requiring strong analytical skills and customer-focused service.

You will interact with clients and vendors to resolve highly technical problems and contribute to the knowledge base. Ideal candidates have 5+ years MSP experience, 7+ years IT experience, and relevant certifications.

Qualifications

• 5+ years of MSP experience and 7+ years of IT experience.
• Associate's or Bachelor's degree required.
• MCSE (or MCITP) certification encouraged.
• CCNA/CCNP or CISSP certification desired.
• Network+ or A+ certification preferred.

Responsibilities

• Act as Tier III escalation for server and network issues.
• Collaborate with clients and third-party vendors to resolve complex problems.
• Document resolution steps and create knowledge base articles.
• Provide remote and on-site support to end-users.
• Assist in training Tier 1 & 2 staff and contribute to root cause analyses.

Skills

MSP experience

IT experience

Customer service

Technical escalation

Education

Associate's or Bachelor's degree

Tools

Windows OS

Networking basics

Job description

Pacific Office Automation seeks an experienced MSP Escalations Engineer to join our Beaverton, OR office. The role is the final escalation point for server, software, and network issues, requiring strong analytical skills and customer-focused service.

You will interact with clients and vendors to resolve highly technical problems and contribute to the knowledge base. Ideal candidates have 5+ years MSP experience, 7+ years IT experience, and relevant certifications.