Escalations Engineer (Remote)

Job Title: Service Desk - Escalations Engineer

About the Client: A U.S.–based managed IT services and technology solutions provider with decades of experience helping businesses improve their IT operations. Operates as a Managed Service Provider (MSP), supporting multiple external clients with proactive IT support, cybersecurity, cloud and Microsoft services, and help desk support to keep systems secure, scalable, and running smoothly.

Overview:

This role is ideal for someone who thrives in a fast-paced support environment, enjoys troubleshooting complex technical issues, and is comfortable taking incoming Service Desk calls while providing technical guidance. The ideal candidate will also have experience with networking and Microsoft 365 security policies.

Responsibilities:

• Serve as a first point of contact for incoming Service Desk calls, providing timely and professional support.
• Perform basic ticket triage and routing to ensure issues are prioritized and assigned to the appropriate queue or team.
• Troubleshoot and resolve escalated technical issues related to networking, including firewalls, switches, and NAT rules.
• Support M365 Conditional Access policies and related security configurations.
• Collaborate with other IT teams to ensure seamless issue resolution and knowledge sharing.
• Document resolutions and maintain accurate ticket records to enhance Service Desk knowledge base.
• Assist in process improvements to enhance service delivery and efficiency.

Qualifications:

• Proven experience in a Service Desk or technical support role.

• Solid understanding of networking concepts, including firewalls, switches, and NAT rules.

• Familiarity with Microsoft 365, particularly Conditional Access policies.

• Strong problem-solving skills and the ability to work independently on escalated issues.
• Good communication and customer service skills.

Schedule: Night Shift (EST)

Setup: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package

  • HMO Day 1 + FREE dependent coverage

  • De minimis and allowances

  • Attendance bonus

  • Paid time offs

• Company-provided work setup (laptop, monitor, accessories)

• Training, career growth, and global exposure

• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, wed love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!