Senior Systems Engineer in Hurricane

Energy Jobline ZR; Hurricane (WV); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) match

3 weeks PTO

Certification stipend

Job summary

Energy Jobline ZR is seeking an experienced IT escalation specialist in Hurricane, WV to own escalated tickets end-to-end, diagnose complex issues, and communicate clearly with clients. The role serves as incident commander for P1 outages and drives permanent fixes while mentoring junior engineers.

You will work across diverse client environments, improving documentation, and collaborating with account management on remediation plans.

Qualifications

• 5+ years in IT support with MSP or multi-tenant environments.
• Experience as terminal escalation point – the person the team calls.
• Experience across dozens of client environments with varying standards, documentation quality, and legacy baggage.

Responsibilities

• 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)

Skills

Escalation management

Troubleshooting in multi-tenant env

Mentoring junior engineers

Documentation and knowledge management

Effective communication

Tools

Windows Server & AD

Office 365 administration

VMware vSphere/Hyper-V

PowerShell scripting

ConnectWise / RMM tooling

Job description

Job DescriptionJob DescriptionLocation: 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
• 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 elevate 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