Senior Systems Engineer: Incident Commander & Escalation

Energy Jobline ZR; Hurricane (WV); Vor Ort; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Health benefits

401(k) match

3 weeks PTO

Certification stipend

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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)

Kenntnisse

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

Jobbeschreibung

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.