T3 Escalations Engineer

Job Details

• Role: Tier 3 Escalations Engineer
• Location: Remote
• Type of Engagement: Long term Contract (Full- time) Schedule: US Timezone - EST

Who are we?

IBEX Staffing Solutions is a forward-thinking recruitment firm specializing in remote and IT staffing. We connect exceptional global talent with innovative companies, helping businesses scale and thrive in a digital-first world.

About the role

The Tier 3 Escalations Engineer serves as the highest level of technical support within the Managed Service Provider (MSP) environment. This role is responsible for resolving complex, high-impact technical issues escalated from Tier 1 and Tier 2 teams, ensuring minimal downtime for clients and maintaining service quality across all supported environments.

This position requires deep technical expertise across infrastructure, networking, cloud, and security systems, along with strong troubleshooting and incident leadership skills.

Key Responsibilities

Advanced Escalation Support

• Act as the final escalation point for complex technical issues unresolved by Tier 1 and Tier 2 engineers
• Diagnose and resolve advanced incidents involving servers, networks, cloud platforms, and security systems
• Perform root cause analysis (RCA) and implement long-term corrective actions

Infrastructure & Systems Management

• Support and maintain Windows Server environments, Active Directory, Group
• Policy, DNS, DHCP
• Manage virtualization platforms such as VMware or Hyper-V
• Support Microsoft 365, Azure AD, and cloud infrastructure environments

Networking & Security

• Troubleshoot advanced network issues (routing, switching, VPN, firewalls)
• Support security tools, endpoint protection, and incident response activities
• Collaborate with security teams on threat mitigation and remediation

Incident & Problem Management

• Lead high-priority incident resolution and participate in major incident bridges
• Document detailed technical findings, RCA reports, and resolution steps
• Identify recurring issues and contribute to problem management initiatives

Mentorship & Collaboration

• Provide technical guidance and mentorship to Tier 1 and Tier 2 engineers
• Review escalation tickets to improve troubleshooting accuracy at lower tiers
• Collaborate with service desk, project teams, and client stakeholders

Process Improvement

• Contribute to automation and workflow optimization initiatives
• Identify gaps in documentation and improve knowledge base articles
• Support continuous improvement of MSP service delivery processes

Required Skills & Experience

• 5+ years of IT support experience in an MSP or enterprise environment
• Strong experience in Windows Server, Active Directory, and Microsoft 365 Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls)
• Experience with virtualization platforms (VMware, Hyper-V)