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Added 1 min ago
Project Design Mechanical Engineer, Fleet Remediation Engineering
Amazon Data Services, Inc.
Umatilla, OR
You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with…
Added 2 mins ago
Data Center Technician III, Third Party Data Centers
Google
LaGrange, GA
…or in a similar role (e.g. Systems Administration, Network Deployment Engineer, Help Desk Technician,…
Added 9 mins ago
ES
Junior QA Automation Engineer
Element Solutions
Remote, United States
- $65,000 to $85,000 USD / year
Element Solutions is looking for a reliable and has a readiness to learn Junior QA Automation Engineer. The Junior QA Automation Engineer supports the design, development, execution, and…
Added 9 mins ago
ES
Junior Data Engineer
Element Solutions
Remote, United States
- $75,000 to $95,000 USD / year
…programming, SQL, and cloud-based data platforms. The Junior Data Engineer collaborates with engineering and project teams to deliver data solutions that meet customer and organizational…
Added 9 mins ago
ES
Integration Engineer
Element Solutions
Remote, United States
- $90,000 to $110,000 USD / year
Working collaboratively with software developers, data engineers, architects, and project stakeholders, the Integration Engineer translates technical and business requirements into…
Added 11 mins ago
IG
Senior Network Solutions Engineer
Insight Global
Remote, United States
- From $37 USD / hour
Senior-level network engineer with strong hands-on enterprise networking experience
Added 12 mins ago
E
Senior DevOps Engineer
EIS
Remote, United States
- $125,000 to $140,000 USD / year
…running application. We are looking for a senior, hands-on engineer who can connect AWS infrastructure, secure networking, platform services, CI/CD, and application deployment into one…
Added 12 mins ago
Principal Engineer, Systems
sesengin
Reston, VA
…trusted partner to the U.S. Federal Government and national security community, allied governments, NATO, NASA, and other civilian agencies, delivering reliable, high-performance solutions…
Added 14 mins ago
MECM Administrator / Systems Engineer
The Planet Group
Atlanta, GA
We are seeking an experienced MECM Administrator / Systems Engineer to maintain and support our enterprise Microsoft Endpoint Configuration Manager (MECM/SCCM) platform. The primary…
Added 16 mins ago
Senior Specialist, Quality Engineering (Software Solutions)
L3Harris Technologies
Huntsville, AL
Job Title: Senior Specialist, Quality Engineer (Software Solutions)
Added 18 mins ago
Software Engineer, Consumer Shopping Quality, Commerce, Recommendations, Rankings, Predictions
Google
Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Senior Software Engineer, AI/ML
Google
Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Software Engineer III, AI/ML, Ads Quality
Google
Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Staff Software Engineer, Google Health
Google
Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Senior Software Engineering Manager, Agentic and UI Automation Experiences
Google
Mountain View, CA
Like Google's own ambitions, the work of a Software Engineer goes beyond just Search. Software Engineering Managers have not only the technical expertise to take on and provide technical…
Added 18 mins ago
Senior Software Engineer, AI/ML, Google Labs
Google
Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Senior Software Engineer, AI/ML GenAI, Google Ads
Google
Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Software Engineer III, AI/ML, Google Labs
Google
Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Sr. Front-End/Full Stack Developer
Fiserv
Sunnyvale, CA
What does a successful Sr. Front-End/Fullstack Engineer do at Clover?
Added 18 mins ago
Senior Software Engineer, AI/ML, Google Workspace
Google
Sunnyvale, CA · Mountain View, CA
…computing, large-scale system design, networking and data storage, security, artificial intelligence, natural language processing, UI design and mobile; the list goes on and is growing…
Added 18 mins ago
Application Engineer - DevOps & Engineering Tools
RTX Corporation
sacramento, CA
The ability to obtain and maintain a U.S. government issued security clearance is required.
Added 18 mins ago
Staff Site Reliability Engineer (Hybrid)
Cisco
San Jose, CA · San Francisco, CA
As a Staff Site Reliability Engineer (SRE), you will provide technical leadership for the reliability, scalability, and operational architecture of Splunk Agent Observability's platform.…
Added 29 mins ago
AP
Test Engineer
Ardent Principles, Inc.
Chantilly, VA
- $130,000 to $260,000 USD / year
We are seeking a talented Test Engineer to help ensure the quality, reliability, and performance of modern web applications and backend services. You'll work alongside developers,…
Added 30 mins ago
Radioisotope Processing Facility (RPF) Modular Hot Cell Program Manager
Oak Ridge National Laboratory
Oak Ridge, TN
…the nation's radioisotope processing capabilities through the deployment of innovative modular hot cell technology. The facility will serve as a cornerstone of the nation's isotope…
Added 33 mins ago
Advanced Software Engineer - AI Reliability Engineering
General Dynamics Mission Systems, Inc
Remote, United States
Work closely with IT infrastructure teams on cloud deployment, security compliance, and DevSecOps practices

Velocity1

Escalation Engineer

Nashville, TN, United States

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Job details

Experience: 5+ years of IT support experience with proven escalation ownership (Tier 3 or equivalent).
Posting language: English
Posted: Oct 30, 2026

Original job description

Summary/Objectives

The Escalation Engineer (Tier 3) owns complex technical issues end-to-end, restores services quickly, and reduces repeat incidents through root cause analysis, documentation, and standardization. This role is highly customer-facing and requires the ability to communicate clearly with non-technical stakeholders while troubleshooting across networking, server/virtualization, and Microsoft 365 identity. Most work is remote support from our office, with hands-on staging/build/testing as needed.

This role requires a strong customer-facing mindset with an emphasis on active listening, clear communication, and calm, professional engagement with SMB owners, including the ability to explain technical issues in business terms and provide proactive status updates. The engineer is expected to lead small-to-mid sized projects end to end, partnering effectively with project and account teams while clearly documenting scope, risks, and customer decisions. Consistent documentation and process discipline are critical, with thorough ticket notes, repeatable troubleshooting steps, and ongoing contributions to standard operating procedures and knowledge base content.

Essential Functions

Networking and firewall (Sophos-centric)

Explain and troubleshoot VLANs, subnetting, private addressing, DHCP, and DNS in production.
Implement and troubleshoot NAT (outbound and port forwarding) and firewall rule sets.
Troubleshoot VPNs (site-to-site and remote access) and validate traffic flow end-to-end.
Resolve common SMB network issues (loops, bad uplinks, mis-tagged VLANs, DHCP scope issues, DNS misconfiguration).
Strong preference: hands-on Sophos firewall experience in production (or equivalent with clear transferability).

Switching and wireless (Ruckus and Aruba)

Production experience with at least one of the following: Ruckus (APs/switching) or Aruba (switching/wireless).
Turn up switches/APs; configure VLANs and SSIDs; troubleshoot connectivity, roaming, and basic RF/coverage issues.
Operate effectively in mixed-vendor environments (not Cisco-only).

Hands-on staging and deployment (in-office)

Rack/stack, power, labeling, patching, and uplink validation.
Console access when needed (serial/USB) and initial device turn-up.
Baseline configuration: management IP/gateway, credentials, SSH, backups of configuration where applicable.
Cutover validation and rollback thinking before shipment/hand-off (or remote cutover coordination).

Virtualization and server (Scale, VMware, Hyper-V)

Troubleshoot VMware and/or Hyper-V (hosts, VM performance/availability issues, networking/storage basics).
Scale Computing familiarity is a plus (or similar HCI experience with demonstrated ability to ramp quickly).
Windows Server administration: roles/features, patching, backups/restore concepts, and common troubleshooting patterns.

Microsoft 365 and identity (Commercial, GCC, GCC High)

Comfortable working beyond user accounts in Microsoft 365 admin experiences.
MFA and Conditional Access fundamentals (where to configure, common policies, and how to avoid lockouts).
Hybrid identity concepts; AD Connect basics strongly preferred (what it does and common sync troubleshooting).
Escalation-level troubleshooting across core services (Exchange Online/Teams/SharePoint fundamentals).

Work Environment

This job operates primarily in a professional office environment. The role provides remote support into customer environments from our office and performs hands-on staging/build/testing of equipment in an office/lab setting. Onsite customer visits may be required based on contract scope.

Physical Demands

This position may require standing, bending, and lifting equipment during staging/build activities. Ability to lift and carry up to 40 lbs, and to rack/mount equipment with assistance as needed.

Position Type/Expected Hours of Work

Full-time. Typical schedule is Monday through Friday during business hours. Occasional evening/weekend work may be required for critical incidents, maintenance windows, or cutovers. Light on-call rotation (typically once every few months); occasional after-hours work during critical incidents or cutovers.

Travel

Onsite customer visits may be required for specific contracts, cutovers, or escalations (not routine by default).

Required Education and Experience

U.S. citizenship required to support certain regulated customers and environments.
5+ years of IT support experience with proven escalation ownership (Tier 3 or equivalent).
Strong networking fundamentals: VLANs, subnetting, DHCP/DNS, routing basics, and troubleshooting methodology.
Hands-on firewall experience in production: NAT, rule sets, VPN troubleshooting, and change validation (Sophos preferred).
Production experience with Windows Server and Active Directory fundamentals (AD DS, DNS; basic GPO knowledge).
Microsoft 365 administration beyond user accounts (identity and security fundamentals; Conditional Access knowledge strongly preferred).
Strong customer-facing communication and active listening; able to work directly with SMB owners.

Preferred Education and Experience

MSP experience supporting multiple customers with differing standards and tooling.
Switching/wireless experience (Ruckus and/or Aruba preferred).
VMware and/or Hyper-V experience; Scale Computing experience is a plus.
PowerShell scripting/automation (runbooks, repeatable fixes).
Compliance/security exposure (CMMC/NIST/CIS) and secure configuration practices.
Preferred platforms (plus): Sophos, Ruckus, Aruba, Scale Computing, Hyper-V, VMware (plus; not required).

Work Authorization/Security Clearance (if applicable)

U.S. citizenship required to support certain regulated customers and environments.

AAP/EEO Statement

Velocity1 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note that the job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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More about this job

Skills

Root cause analysis
Troubleshooting
Microsoft 365
Active listening
Troubleshoot
DHCP
DNS
VMware
Microsoft Windows Server
Microsoft Access
Microsoft Exchange
Microsoft Teams
Microsoft SharePoint
VPN
Microsoft Active Directory
Communication skills
Microsoft PowerShell
Regulatory compliance
Recruitment

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