MSP Escalations Engineer

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

As an 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.

We're looking for someone with a strong sense of ownership – willing to jump in and resolve whatever needs fixing, whether it's a high-level escalation or a lower-tier ticket. Over time, this role is expected to take on a leadership function within the offshore team, providing technical mentorship to junior engineers and helping elevate the overall capability of the team.

Salary: Php 130, ,000

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

Job Description:

-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

Benefits:

• 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