Infrastructure Escalation Engineer

Technology Architects (TA) is a Managed Service Provider with offices in Minnesota, Wisconsin, and Colorado, delivering enterprise-grade IT solutions to clients across the United States. Our service model is built around four core functions: Reactive Support, Managed Intelligence (proactive monitoring and infrastructure health), Solutions Consulting, and Cybersecurity. We are a team that takes ownership, communicates clearly, and holds ourselves to a high standard not because we have to, but because our clients depend on us.

We are looking for someone who fits that same standard.

The Tier 3 Escalation Engineer is the server-side backbone of TA’s Reactive Support team. You will handle escalations that T1 and T2 cannot resolve with a primary focus on on-premises and hybrid server infrastructure, virtualization, and core network services. When something breaks in a client’s environment, you are the person who knows where to look and how to get it back.

This role is not narrowly defined. A printer ticket is not beneath you, and a downed domain controller is not above you. What matters is that you show up with strong diagnostic instincts, genuine ownership, and a willingness to work through whatever is in front of you.

Key Responsibilities

Escalation & Support

• Serve as the Tier 3 escalation point for Tier 1 and Tier 2 engineers across reactive support queues
• Handle a wide range of tickets — from end-user issues like printing and connectivity, up through complex server and infrastructure failures
• Own escalated incidents from intake through resolution, including client communication and documentation in IT Glue
• Apply strong diagnostic methodology to identify root cause quickly and accurately, even in unfamiliar environments
• Support root cause analysis (RCA) documentation for significant service events
• Collaborate with Managed Intelligence to flag patterns and recurring issues surfaced through escalations

Server & Infrastructure

• Administer and troubleshoot Windows Server environments across versions 2016 through 2025 — roles, services, event logs, and recovery
• Manage and troubleshoot Active Directory: user and group management, GPO, replication health, and domain trust issues
• Diagnose and resolve DNS failures including zone issues, resolution failures, and split-brain scenarios
• Support SQL Server environments at a troubleshooting level — connectivity failures, service health, basic query performance, and access issues
• Manage DHCP infrastructure including scope health, reservations, and conflict resolution
• Support PKI and certificate management as needed across client environments

Virtualization

• Administer and troubleshoot Proxmox environments: VM management, resource allocation, storage, and host-level diagnostics
• Support VMware environments including vSphere, ESXi host management, and VM-level troubleshooting
• Diagnose performance and stability issues at the hypervisor level across both platforms
• Perform VM migrations, snapshot management, and basic recovery operations

End User & Microsoft 365 Support

• Provide strong end-user support across common issues — printing, connectivity, application access, profile issues, and hardware-adjacent problems
• Support Microsoft 365 users with email, Teams, SharePoint, and OneDrive issues at a confident working level
• Handle Microsoft 365 admin tasks: password resets, license assignments, mailbox management, and basic tenant troubleshooting
• Work within Entra ID for user and device management — experience here is a meaningful plus, not a hard requirement

Microsoft Azure

• Apply working knowledge of Microsoft Azure to support client environments: virtual machines, basic networking, and resource troubleshooting
• Assist with Azure-related escalations in collaboration with senior engineers and Solutions Consultants
• Understand the relationship between on-premises infrastructure and Azure in hybrid environments

Toolstack & Documentation

• Operate within ConnectWise RMM, ConnectWise PSA, and Auvik as primary service delivery platforms
• Maintain accurate and thorough client environment documentation in IT Glue — this is not optional; it is part of the job
• Work alongside the Cybersecurity team with awareness of SentinelOne (EDR) and Todyl (MXDR/SASE) for escalation context
• Use PowerShell for diagnostics and basic automation — comfort with scripting is expected

Experience Requirements

• 3+ years of hands-on experience in an infrastructure or systems support role
• MSP experience strongly preferred — you understand multi-client environments, context-switching, and the pace of managed services
• Demonstrated ability to troubleshoot server, virtualization, and network issues methodically and under pressure
• Comfortable working the full range of a support queue — from end-user issues to backend infrastructure failures
• Experience working within a PSA and ticketing-driven workflow (ConnectWise experience is a plus)
• Track record of maintaining clear client documentation — not just closing tickets, but leaving environments better documented than you found them

Who We’re Looking For

Technical skill is the baseline. What separates the right candidate is how they show up for clients and teammates. We want someone who:

• Treats every client environment with the same care they would give their own
• Communicates proactively — clients should never have to chase us for an update
• Takes ownership of problems all the way through resolution, not just to handoff
• Approaches complexity with calm and curiosity, not frustration
• Holds their own work to a high standard and raises the bar for the people around them
• Sees the human behind every ticket — the end user who can’t do their job, and the client trusting us to fix it
• Is genuinely invested in the success of the clients we serve, not just in the satisfaction of solving a puzzle

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Westminster, CO 80031