Senior Systems Engineer

Netranom; Hurricane (UT); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

3 weeks PTO

Certification stipend

Job summary

Netranom is seeking an experienced IT support escalation professional to own high-priority tickets from diagnosis through resolution in a multi-tenant MSP environment.

You will act as incident commander for P1 outages, perform root cause analysis, and mentor junior engineers while improving knowledge bases and SOPs to prevent repeat escalations.

Qualifications

• 5+ years in IT support with at least 2 in an MSP or other multi-tenant environment.
• Demonstrated history as a terminal escalation point.
• Comfortable working across dozens of client environments with varying standards.

Responsibilities

• Own escalated tickets end to end from diagnosis to resolution and client communication.
• Serve as incident commander on P1 outages and coordinate response.
• Perform root cause analysis and drive permanent fixes.
• Mentor Tier 1 and 2 engineers through troubleshooting.
• Improve knowledge base and SOPs to avoid repeat escalations.
• Flag high-ticket environments and collaborate on remediation plans.
• Participate in on-call rotation as scheduled.

Skills

Escalation management

IT support (5+ yrs)

MSP/multi-tenant experience

Incident command

Root cause analysis

Mentoring/tutoring

Knowledge base improvement

Client environment management

Strong documentation

Vendor escalation & remediation

Tools

ConnectWise

RMM tooling

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 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 escape 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