Netranom

Job Description Job Description Location: Hurricane, West Virginia Reports to: Chief Operating Officer Type: Full-time About the role You are the last stop on the service board. When Tier 2 has exhausted their playbook, the ticket comes to you - and it comes with a frustrated client, an incomplete picture, and often a business that can't operate until it's resolved. If you want to spend your week solving problems nobody else could solve, this is that seat. We support 150+ clients across all industries, ranging from small businesses to publicly traded companies. What you'll do Own escalated tickets end to end - diagnosis through resolution and client communication, without handing the problem back down Serve as incident commander on P1 outages: coordinate the response, keep stakeholders informed, and run the post-incident review Perform root cause analysis on recurring issues and drive the permanent fix, whether that's a configuration change, a documentation gap, or a client-side conversation about technical debt Mentor Tier 1 and Tier 2 engineers through shoulder-to-shoulder troubleshooting, not just ticket handoffs Improve the knowledge base and standard operating procedures so the same escalation doesn't reach you twice Identify and flag client environments that generate disproportionate ticket volume, and partner with account management on remediation plans Participate in the on-call rotation ( frequency , approximately X weeks per quarter) What we're looking for Experience 5+ years in IT support with at least 2 in an MSP or other multi-tenant environment Demonstrated history as a terminal escalation point - you've been the person the team calls Comfortable working across dozens of client environments with varying standards, documentation quality, and legacy baggage Technical depth - strong in most of these, expert in several: Windows Server, Active Directory, Group Policy, DNS, DHCP, certificate services Microsoft 365 administration: Exchange Online, Entra ID, Intune, Conditional Access, hybrid identity Networking: routing and switching fundamentals, firewall policy, VLANs, site-to-site VPN, wireless troubleshooting Virtualization: VMware vSphere and/or Hyper-V Backup and disaster recovery: Slide or Datto, including restore validation and ransomware recovery Endpoint security and EDR triage Scripting for diagnosis and remediation - PowerShell at minimum How you work You document as you go, because the next engineer to touch this environment might be you at 2 a.m. You can explain a complex failure to a non-technical business owner without condescension or jargon You know when to stop troubleshooting and escalate to a vendor, and you build a case file before you do You stay calm when a client is not Nice to have Certifications: MS-102, AZ-104, VMware VCP, Net+, Sec+, or equivalent Experience with compliance frameworks relevant to our client base (HIPAA, CMMC, PCI-DSS, SOC 2) Exposure to ConnectWise or RMM scripting at scale Voice/UC experience (Teams Phone, 3CX, SIP) Prior experience mentoring or building technical training programs What we offer Paid Health, dental, vision 401(k) with up to 4% match 3 weeks PTO Annual stipend for successful certifications and exam attempts How to apply In place of a cover letter, we'd rather hear about one escalation you're proud of: what was broken, what everyone else had already tried, and how you found it. Powered by JazzHR WQmzJvqUPy