MSP Escalations Engineer

As a Escalations Engineer, you will act as the final point of technical escalation within our support structure, providing resolution for the most complex issues affecting our clients. This role plays a critical part in maintaining service excellence and ensuring customer satisfaction across our managed environments.

• Act as the final escalation point for resolving complex technical issues across applications, systems, and infrastructure (both on-premises and cloud-based).
• Collaborate closely with the Service Desk to resolve escalated tickets and provide guidance on complex issues.
• Work directly with vendors such as Microsoft, Kaseya, and Cisco to drive resolution of high-priority issues.
• Troubleshoot network issues involving WiFi, firewalls, switches, and VPNs.
• Lead or support major incident response efforts, including coordination, resolution, and post-incident review.
• Create and update standard operating procedures (SOPs), technical runbooks, and other documentation.
• Conduct root cause analysis and implement permanent corrective actions for recurring issues.
• Monitor and analyze escalation trends to proactively identify systemic problems and drive long-term solutions.
• Coordinate with internal teams on project implementation tasks when specialized technical input is needed. Ensure clear, timely, and professional communication with internal teams and external clients.
• Take ownership of technical issues at all levels, including lower-tier tickets when needed, to support team success and maintain service levels.
• Provide mentorship and technical guidance to junior engineers, with a view toward gradually leading the offshore support function.

Skills & Qualifications:

• Minimum 5 years' IT experience encompassing a combination of:
• 3+ years of experience resolving technical problems and troubleshooting in a Microsoft-centric business environment.
• 2+ years of experience working for a Managed Services Provider focused on the SMB market.
• 2+ years of experience in a senior escalations role.
• Installation, configuration, and troubleshooting with:
• Microsoft 365 core services: Exchange Online, SharePoint/OneDrive, Teams, Entra ID (Azure AD), and compliance features such as Microsoft Purview.
• Azure services including user management, conditional access, security baselines, and resource configuration.
• Windows Server fundamentals, including DNS, DHCP, GPOs, and system recovery
• Intermediate-level networking: firewalls, switches, VPNs, and WiFi troubleshooting. Common security tools and remediation of security-related alerts.
• Microsoft Hyper-V and Windows Server

• Up to 1-month FREE Accommodation for those relocating to Pampanga *
• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)
• HMO coverage for employee +1 FREE dependent on the first day of employment
• +1 additional FREE dependent per successful year of tenure (up to five (5) years)
• Tenure Incentive Program*
• FREE daily meal
• Referral Bonus of up to Php20,000.00*
• ALL government mandated benefits

Terms and conditions apply

Salary: Php 130, ,000 + Sign On bonus

ONSITE work in Clark Office

Mon - Fri, 9:00 PM - 6:00 AM PHT