Position Details

Salary $48K – $55K USD / year

Type Full-Time

Experience mid

Exp. Years 2+ years

Education Not specified

Category IT Support & Helpdesk

About this role

IT Support Escalation Engineer at an MSP provides remote and on-site support, escalating and solving complex issues while maintaining client satisfaction. The role covers Microsoft technologies (Windows Server, Exchange, SQL, SharePoint), virtualization (VMware, Citrix), networking (WAN/LAN, VPN, firewalls), and cloud hosted solutions with strong documentation.

Key Responsibilities

Provide remote and on-site IT support
Escalate and resolve advanced incidents
Manage incident tickets and SLAs
Configure/Support Microsoft technologies and virtualization
Communicate incident progress to clients

Technical Overview

Technical scope includes Windows Server, Exchange, SQL Server, SharePoint, VMware, Citrix, WAN/LAN, VPN, firewalls, and cloud hosting; utilizes remote monitoring and management tools and MSP platforms for incident tracking and remediation.

Ideal Candidate

The ideal candidate is a mid-level IT support professional with 2+ years MSP experience, strong Windows Server/Exchange/SQL/SharePoint skills, and experience with VMware and Citrix; comfortable communicating with clients and staff across technical backgrounds.

Must-Have Skills

Minimum 2 years MSP experience

Nice-to-Have Skills

Microsoft MCPMicrosoft MCSAMicrosoft MCSECitrix CCEACitrix CCIASonicWall CSSAConnectWise CCPALabTech LTCPCisco CCNAVMware VCP

Tools & Platforms

Windows ServerMicrosoft ExchangeSharePointVMware vSphereCitrix Virtual Apps and DesktopsTerminal ServicesVPNFirewallRemote Monitoring and Management (RMM)ConnectWiseLabTech LTCPCisco CCNASonicWall CSSAMicrosoft MCPMCSAMCSECitrix CCEACCIAVMware VCP

Required Skills

Windows ServerExchangeSQLSharePointVMwareCitrixTerminal ServicesVPNFirewallDisaster recoveryRemote monitoring and managementMSP experienceConnectWiseLabTechCisco CCNASonicWall CSSAMicrosoft MCPMCSAMCSECitrix CCEACCIAVMware VCP

Hard Skills

Windows ServerMicrosoft ExchangeSQL ServerSharePointVMwareCitrixTerminal ServicesVPNFirewallRemote Monitoring and Management (RMM)Hosted and cloud solutionsDisaster recoveryWANLAN

Soft Skills

communicationinterpersonal skillscustomer caremulti-taskingteamworkproblem-solvingattention to detail

Certifications

Preferred

Microsoft MCPMicrosoft MCSAMicrosoft MCSECitrix CCEACitrix CCIASonicWall CSSAConnectWise CCPALabTech LTCPCisco CCNAVMware VCP

Industry & Role

Industry Consulting

Job Function Provide high-quality IT support and escalation engineering for client environments in an MSP setting

Role Subtype IT Support Specialist

Tech Domains Windows Server, SharePoint, VMware, Citrix, Networking / TCP-IP, VPN, Firewall

Clearance & Visa

Visa Sponsorship No

Keywords for Your Resume

IT Support EscalationMSPWindows ServerExchangeSQLSharePointVMwareCitrixTerminal ServicesVPNFirewallDisaster recoveryRemote monitoring and managementRMMConnectWise CCPALabTech LTCPCisco CCNASonicWall CSSAMicrosoft MCPMCSAMCSECitrix CCEACCIAVMware VCP2 years MSP experienceMSP experienceSQL ServerRemote Monitoring and Management2+ years

Deal Breakers

Minimum 2 years MSP experience, Not entry level

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