Escalation Engineer

Summary

Join Sourcepass, an IT consulting company, as an Escalation Engineer providing high-level technical support for complex client issues. Minimize downtime, ensure quality communication, and deliver a positive client experience. This hybrid role, primarily remote, involves occasional on-site work in Denver. The position reports to the Escalations Manager and offers a competitive salary of $80,000+. We seek candidates with strong hands-on skills and the ability to navigate complex client environments. The role balances remote flexibility with challenging and rewarding on-site engagements.

Requirements

• Ability to Create / Maintain NTFS Permissions and Group Policies
• Experience with SAN Devices and Disk Arrays
• Experience with ESXi
• Experience with VMware
• TCP/IP networks to include layers 1-3 routing
• Experience with Microsoft MFA
• Experience with Microsoft Azure
• Experience working with VDI’s
• Experience Troubleshooting Domain Environment / Infrastructure issues
• Ability to communicate effectively
• Ability to prioritize multiple tasks effectively
• Ability to work independently and in a team environment

Responsibilities

• Provide Level 3 support to new and existing clients
• Escalation point for Service desk
• Responsible for managing daily workload to ensure clients issues are addressed in a timely manner
• Responsible for consistently providing accurate service ticket notes and time
• Responsible for ensuring clients are consistently updated on the progress of their issue
• Responsible for creating and maintaining Documentation
• Provide a great client experience

Preferred Qualifications

• Technical Support Experience: 5+ Years (Preferred)
• Experience with AWS (preferred)
• Experience working with SonicWall and Fortinet devices (Preferred)
• Experience working with HP and Cisco Devices (Preferred)