Senior Systems Engineer — Escalations & Incident Commander

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

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.