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Test Director
Oceaneering
Chesapeake, VA
Frequently interface with SF and project personnel, and interface functions with other test organizations as identified by the Test Engineer Manager.
Added 1 min ago
EDI Engineer
Randa Corp
Farmers Branch, TX · Rosemont, IL
The EDI Engineer is responsible for providing support on various back-office systems, related to Electronic Data Interchange (EDI), ERP, WMS Systems. The person will also be responsible for…
Added 1 min ago
Cloud Developer III
Hewlett Packard Enterprise
Ft. Collins, CO
Brings technical thinking to break down complex data and to engineer new ideas and methods for solving, prototyping, designing, and implementing cloud-based solutions.
Added 2 mins ago
SU
Senior Project Engineer
Skanska USA
Seattle, WA
- $84,180 USD / year
The Senior Project Engineer works within the Project Management Team which is responsible for planning and overseeing the project to ensure a timely and cost-effective outcome. This…
Added 2 mins ago
Supplier Quality Engineer - Houghton Area
The Pivot Group Network
Houghton · Houghton, MI
Are you ready to take on a challenging and rewarding opportunity in supplier quality engineer? The Pivot Group Network, a Michigan manufacturing-focused recruiting group, is committed to…
Added 2 mins ago
Lean Manufacturing Engineer - Sault Ste. Marie Area
The Pivot Group Network
Sault Ste. Marie · Sault Ste. Marie, MI
Lean Manufacturing Engineer | Sault Ste. Marie, MI
Added 2 mins ago
Applications Engineer - Cheboygan Area
The Pivot Group Network
Cheboygan · Cheboygan, MI
Are you ready to take on a challenging and rewarding opportunity in applications engineer? The Pivot Group Network, a Michigan manufacturing-focused recruiting group, is committed to…
Added 2 mins ago
Engineering Manager - Warren Area
The Pivot Group Network
Warren · Warren, MI
Working knowledge of safety and quality management systems.
Added 2 mins ago
Quality Engineer - Sault Ste. Marie Area
The Pivot Group Network
Sault Ste. Marie · Sault Ste. Marie, MI
This posting covers Quality Engineer opportunities with manufacturers based in and around Sault Ste. Marie in Chippewa County, within about 45 minutes of the city, including Pickford.
Added 2 mins ago
Supplier Quality Engineer - Gladwin Area
The Pivot Group Network
Gladwin · Gladwin, MI
Are you a detail-oriented professional with a passion for excelling as a supplier quality engineer? The Pivot Group Network, a Michigan manufacturing-focused recruiting group, is dedicated…
Added 2 mins ago
Continuous Improvement Leader - Ann Arbor Area
The Pivot Group Network
Ann Arbor · Ann Arbor, MI
Support 5S, value stream mapping, and visual management efforts.
Added 2 mins ago
Project Manager - Grayling Area
The Pivot Group Network
Grayling · Grayling, MI
Three or more years of project management experience in a manufacturing setting.
Added 2 mins ago
Process Engineer - Petoskey Area
The Pivot Group Network
Petoskey · Petoskey, MI
This posting covers Process Engineer opportunities with manufacturers based in and around Petoskey in Emmet County, within about 45 minutes of the city, including Harbor Springs, Boyne…
Added 2 mins ago
Tooling Engineer - Bad Axe Area
The Pivot Group Network
Bad Axe · Bad Axe, MI
This posting covers Tooling Engineer opportunities with manufacturers based in and around Bad Axe in Huron County, within about 45 minutes of the city, including Ubly, Pigeon, Harbor Beach,…
Added 2 mins ago
Quality Manager - Croswell Area
The Pivot Group Network
Croswell · Croswell, MI
Lead the plant quality management system and keep it compliant with ISO 9001 and customer requirements.
Added 2 mins ago
AI Lead Engineer, Vice President
Citi
JERSEY CITY, NJ · Jersey City, NJ · Jersey City
…banking, securities brokerage, transaction services, and wealth…
Added 2 mins ago
Automation Engineer
Voith Group
York, PA
The Automation Engineer provides design solutions from project inception through production. The position mission is total customer satisfaction and successful execution of projects…
Added 2 mins ago
PL
Cybersecurity Engineer (Splunk)
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Richmond, VA
- $155,000 to $165,000 USD / year
…of excellence! PACE LLC is currently seeking a Cybersecurity Engineer for a full-time position supporting the Defense Logistics Agency (DLA) onsite at Richmond, VA or Columbus,…
Added 2 mins ago
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Senior Network Engineer
Kforce
Andover, MA
- $73 to $80 USD / hour
Kforce has a client in need of a Senior Network Engineer in Andover, MA.
Added 2 mins ago
Software Architect/Principal Engineer
DCS Corporation
Sterling Heights, MI, MI
Knowledge of software development lifecycle processes, including configuration management, peer review, and formal software verification.
Added 2 mins ago
Software Sales Associate Director - Media Software
Accenture LLP Company
NY
Added 2 mins ago
Software Product Management Pre Sales Senior Manager - Supply Chain
Accenture LLP Company
NY
Deep functional knowledge of Supply Chain OS: Demand sensing and forecasting, inventory optimization, supply planning, procurement orchestration, logistics management, supplier…
Added 2 mins ago
Software Sales Senior Manager - Supply Chain
Accenture LLP Company
NY
…grounded in structured intelligence. This includes working knowledge of Ontologies (formal representations of supply chain entities, relationships, and rules that agents reason over),…
Added 2 mins ago
Software Product Management Pre Sales Assoc. Director - Health & Human Services Software
Accenture LLP Company
NY
Knowledge of the U.S. Health & Human Services and integrated eligibility market, including Medicaid, SNAP, TANF, CHIP and related assistance programs.
Added 2 mins ago
Software Product Management Pre Sales Senior Manager- Pre Sales - Manufacturing Software
Accenture LLP Company
NY
…building reusable pre-sales assets. You combine solid product knowledge with strong client-facing skills to accelerate pipeline conversion - working across direct client engagements,…

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: Nov 2, 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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