Reactive Escalation Support Team Engineer - Fix broken things

The Escalation Support Engineer (Tier 2–3) is a hybrid role between our Support Team and Project Team with the main focus on reactive tickets.

This position focuses on:

• Working in our support team handling daily calls
• Resolving advanced reactive issues that require deeper technical knowledge
• Handling tickets that cannot be completed within normal Support Team timeframes (less than 2 hours)
• Supporting proactive improvements and participating in project work

You will play a critical role in ensuring issues are not just fixed—but resolved the right way, permanently.

What You’ll Do

Escalation & Advanced Support

• Own and resolve escalated tickets from the Support Team
• Troubleshoot complex issues across: Windows Server and workstations | Active Directory | Microsoft 365 / Exchange | Networking (firewalls, switches, VLANs, VPNs) | Backup and recovery solutions | Azure\ENTRA | Various software platforms
• Identify root cause—not just symptoms—and implement permanent fixes
• Perform onsite visits when required

Support Team Collaboration

• Perform front line support team tasks when there are no escalated tickets
• Participate in daily ticket updates and team meetings
• Review and manage assigned tickets using documented processes
• Assist, mentor, and train Support Team Engineers
• Help reduce escalation volume by improving team knowledge

Project Team Contribution

• Assist with project implementations (servers, networking, cloud migrations, etc.)
• Execute assigned project tasks with accuracy and accountability
• Ensure all work meets I.T.WORKS! standards
• Identify opportunities to standardize or improve environments

Operational Excellence

• Follow our processes 100% of the time
• Document all work, communication, and commitments clearly
• Inspect systems to confirm: Documentation is accurate & Identify patterns in recurring issues and recommend improvements

What Success Looks Like

• Issues are resolved completely and permanently
• Clients feel we exceeded expectations every time
• Fewer repeat tickets due to proper root-cause resolution
• Support Team becomes stronger because of your involvement

Qualifications

• High School Diploma (Bachelor’s Degree preferred)
• 4+ years in IT support / MSP environment
• Strong troubleshooting skills across: Servers, networking, firewalls | Microsoft 365 / Azure AD | Backup and disaster recovery | Excellent written and verbal communication | Ability to manage expectations with clients professionally | Type 40+ words per minute

Preferred Certifications / Training

• CompTIA A+, Network+, Server+, Security+, Cloud+
• Microsoft 365 Certifications (Modern Desktop, Messaging, Security, etc.)
• CCNA
• Firewall certifications
• macOS Support / Mac Integration
• AI certifications

Who You Are

• You fix problems the right way—not the fast way
• You take ownership and responsibility for outcomes
• You enjoy solving complex issues others can’t
• You want to be part of a team, not just a job
• You believe in doing the hardest thing first

Compensation

• Base Salary: $80,000 – $100,000 (based on experience)
• Incentive Compensation Plan (Works Perks)
• Full benefits package

Benefits

• 401(k) with match
• Health insurance
• Life insurance
• Long Term disability
• Paid time off
• On-call rotation
• Growth into Project Team responsibilities

Schedule

• Full-time, 8-hour shift
• Monday–Friday
• On-call and weekends as part of the rotation (paid extra beyond salary for this)

Location

• West Barnstable, MA (In-person)
• Must be able to commute

Why Join I.T.WORKS!

• We don’t sell junk. Ever.
• We don’t cut corners.
• It is right or is isn’t!
• We want the responsibility to help our clients.

If you want to be part of a team that owns the outcome, solves real problems, and delivers results, we want to meet you.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off

Application Question(s):

• Have you worked for a managed services provider before?

License/Certification:

• Microsoft Certified: Azure Fundamentals (Required)
• CompTIA A+ (Preferred)
• CompTIA Network+ (Preferred)

Ability to Commute:

• West Barnstable, MA (Required)

Work Location: In person