Help Desk Escalation Engineer (Tier 2/3)

Help Desk Escalation Engineer (Tier 2/3)

Role Overview

The Help Desk Escalation Engineer serves as the primary escalation resource for complex technical support issues that exceed the general troubleshooting capabilities of Tier 1 and Tier 2 Help Desk staff. The position is responsible for maintaining ownership of escalated customer issues through final resolution, coordinating internal and external resources as needed, and ensuring customers receive timely communication and follow-through throughout the support process.

This role acts as a technical leader within day-to-day service operations and works closely with the Service Desk, Network Operations Center (NOC), Central Services, Projects team, vendors, and customer stakeholders to resolve issues efficiently and professionally.

The position requires strong troubleshooting skills across desktop, server, network, Microsoft 365, virtualization, and infrastructure platforms, as well as the ability to think critically, identify root causes, and help reduce recurring issues through process improvement and automation recommendations.

While this role may directly resolve many escalated technical issues, a key expectation is the ability to retain accountability and coordinate successful resolution even when additional internal or vendor resources must be engaged.

The Service Desk Escalation Engineer is expected to support the company’s commitment to customer experience and “Raving Fans” service by ensuring escalated issues are handled with urgency, professionalism, and ownership.

Reports to: Director of Operations

Responsibilities and Essential Functions

Escalation Ownership & Technical Resolution

• Serve as the primary escalation resource for complex Service Desk and NOC issues
• Take ownership of escalated technical issues through final resolution
• Coordinate and engage internal engineers, vendors, and third-party providers as necessary to resolve issues
• Troubleshoot advanced desktop, server, network, cloud, and Microsoft 365 related issues
• Assist with root cause analysis and identification of recurring technical problems
• Provide advanced troubleshooting support for customer outages and service-impacting incidents
• Support customer infrastructure issues involving networking, firewalls, virtualization, backups, storage, and cloud systems
• Escalate issues appropriately while maintaining communication ownership and accountability

Service Desk & NOC Support

• Support the Service Desk team with advanced troubleshooting and technical coaching
• Assist the NOC and Central Services team with monitoring alerts, maintenance issues, and proactive remediation efforts
• Help improve ticket flow efficiency by resolving aging or stalled tickets
• Participate in reviewing recurring issues and identifying opportunities for automation or process improvement
• Assist in reducing unnecessary escalations through mentoring and knowledge sharing

Customer Communication & Coordination

• Communicate directly with customers regarding escalated technical issues and resolution plans
• Set and manage customer expectations during complex troubleshooting situations
• Provide clear documentation and status updates within tickets and customer communications
• Participate in customer meetings or onsite visits when senior technical support presence is required

Continuous Improvement & Documentation

• Contribute to the development and refinement of SOPs, technical standards, and knowledge base documentation
• Identify opportunities to improve operational efficiency, monitoring, automation, and service quality
• Assist in standardization efforts across customer environments and internal systems
• Maintain accurate ticket documentation and time entry records

General Responsibilities

• Follow Artemis “Raving Fan” customer service practices
• Demonstrate commitment to company Core Values
• Take ownership of assigned tasks and customer outcomes
• Support collaboration across Service Desk, NOC, Projects, and Account Management teams
• Perform other duties as assigned

Requirements

• 4 years of technical IT support experience, preferably within an MSP environment
• Strong troubleshooting and analytical skills across multiple technology platforms
• Prior experience handling escalated technical support issues
• Ability to coordinate resolution efforts across multiple teams and vendors
• Strong written and verbal communication skills
• Demonstrated ability to manage multiple priorities in fast-paced environments
• Experience supporting Windows desktop and server environments
• Experience with Microsoft 365 administration and troubleshooting
• Experience with networking concepts including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall technologies
• Experience with virtualization platforms such as VMware ESXi and/or Hyper-V
• Experience with backup and disaster recovery platforms preferred
• Experience with RMM and PSA tools preferred
• Ability to work independently and collaboratively within a team environment

Preferred Qualifications

• MSP experience strongly preferred
• Industry certifications preferred (CompTIA, Microsoft, Cisco, Fortinet, etc.)
• Experience with:
• Datto RMM
• Autotask PSA
• IT Glue
• Sophos
• Fortinet
• Barracuda
• Microsoft Azure / Entra
• VMware
• Basic scripting or automation experience preferred

Additional Capabilities

• Ability to work flexible hours when required to support customer needs and service incidents
• Strong attention to detail and documentation discipline
• Comfortable operating in high-pressure troubleshooting situations
• Positive coaching mindset with focus on team success and customer outcomes

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Application Question(s):

• Please tell us why you are interested in this position.
• Which Microsoft 365 administrative functions have you personally supported?
• Describe your approach when working an issue that you cannot immediately resolve yourself.
• Which technologies have you actively supported in production environments?
• In your previous roles, were you expected to retain ownership of escalated tickets through final resolution, even when involving vendors or senior engineers?
• Have you ever helped identify or implement automation, scripting, or process improvements to reduce recurring support issues?
• What does “taking ownership” of a technical issue mean to you?
• How comfortable are you managing multiple competing priorities and escalated issues simultaneously?

Experience:

• MSP: 3 years (Preferred)

Work Location: In person

Salary : $55,000 - $75,000