Location: 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 identity • 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 escalate 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 How to apply In place of a cover letter, we'd rather hear about one escalation you're proud of: what was broken, what everyone else had already tried, and how you found it.