Senior Systems Engineer

OM Internships; Hurricane (WV); On-site; USD 80,000 - 100,000; 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 in Hurricane, West Virginia seeks an experienced IT support lead who handles escalations end-to-end, coordinates incident responses, and mentors Tier 1/2 engineers.

You'll own complex tickets, perform root-cause analysis, improve knowledge bases, and collaborate with account management on remediation plans across 150+ clients.

This full-time role requires 5+ years in IT support with MSP/multi-tenant experience and strong documentation.

Qualifications

• 5+ years in IT support, 2+ in an MSP or multi-tenant environment.
• Demonstrated history as a terminal escalation point.
• Comfortable working across client environments with varying standards.
• Strong troubleshooting and documentation skills.

Responsibilities

• Own escalated tickets end to end — diagnosis through resolution and client communication.
• Serve as incident commander on P1 outages: coordinate response and post-incident reviews.
• Perform root cause analysis and drive permanent fixes (config, docs, or client conversations).
• Mentor Tier 1 and Tier 2 engineers through shoulder-to-shoulder troubleshooting.
• Improve knowledge base and SOPs to prevent repeat escalations.
• Identify high-volume environments and work with account management on remediation.
• Participate in on-call rotation (frequency, approximately X weeks per quarter).

Skills

IT support

Escalation point

Documentation

Vendor coordination

Mentoring

Tools

Windows Server

Active Directory

DNS / DHCP

Microsoft 365

VMware vSphere

Hyper-V

Backup / DR

PowerShell

Job description

Location: Hurricane, West Virginia

Reports to: Chief Operating Officer

Type: Full-time

About the role

You 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 for

Experience

• 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