Senior, client-facing escalation and project engineer for an MSP. Own complex ticket resolution, lead infrastructure and Azure cloud projects, manage Azure and M365 environments, communicate with clients, improve processes and documentation, perform root-cause analysis, and support platform/tooling initiatives.
We are a growing managed services provider looking for an experienced Escalation & Project Engineer to join our engineering team. This is a senior-level, client-facing technical role that sits at the intersection of complex problem-solving and project delivery. You will serve as a primary escalation point for our support teams and own the technical execution of infrastructure and cloud projects.
This is not an entry-level position. We are looking for someone who has worked in the trenches of an MSP environment, understands the pace and expectations that come with it.
This is a remote-first position. We have a preference for candidates located in the North New Jersey area for occasional on-site client visits and team collaboration, but will consider strong candidates elsewhere.
What You'll Do:
- Act as a senior escalation resource for the NOC and support teams, resolving complex tickets that require deeper expertise or administrative access
- Lead and execute client-facing infrastructure and cloud projects including migrations, deployments, and environment buildouts
- Manage and administer Azure environments across a diverse client base, including IaaS, Azure AD/Entra ID, and M365 integration
- Communicate directly with clients on escalated issues and active projects, setting expectations and providing clear status updates
- Collaborate with the engineering team on process improvements, documentation, and knowledge transfer
- Contribute to post-incident reviews and root cause analysis
- Support internal initiatives including tooling improvements and platform administration
Requirements
- 5+ years of hands-on IT experience, with meaningful time spent in an MSP or similar multi-client environment
- Demonstrated experience managing Azure workloads in production (IaaS, Entra ID, Azure Networking, Azure Monitor, etc.)
- Strong working knowledge of Windows Server, Active Directory, and networking fundamentals (DNS, DHCP, firewall, VPN)
- Experience with firewall administration (SonicWall preferred)
- Experience with M365 administration (Exchange Online, Teams, SharePoint, Defender)
- Ability to manage multiple concurrent client engagements without losing the details
- Strong written and verbal communication skills
- Self-directed and comfortable working remotely without close supervision
- Additional Qualifications that are good to have:
- Microsoft certifications (AZ-104, AZ-305, or similar)
- Experience with PSA and RMM tools (HaloPSA, NinjaRMM, Auvik, etc.)
- Familiarity with virtualization platforms (Hyper-V, VMware)
- PowerShell scripting for automation and administration
- Background in change management processes or ITIL fundamentals
Benefits
- Full time role in a remote first workplace
- Dental, Life, Medical, Retirement, Vision
- The salary range for this role is $90,000-$110,000 annually
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