Escalation Engineer

Dymin Systems • Urbandale, IA

3d

About The Position

Dymin Systems is a managed service provider based in Urbandale, Iowa, delivering IT support, infrastructure, and security services to businesses across Central Iowa since 2001.

The Escalation Engineer joins the Escalations team to resolve complex infrastructure issues and deliver client projects while maintaining direct ownership of client relationships. This hands-on role combines advanced troubleshooting, planned production changes, and project implementation.

The role works directly with clients and requires recording all work in the company’s service-management system. It may include paid on-call coverage based on business needs and readiness. The work involves extended computer use, sitting, client calls, and written and verbal communication.

Requirements

• Demonstrated ability to solve complex infrastructure problems and safely plan production changes.
• Strong client communication, project ownership, and documentation skills.
• Valid driver’s license and reliable transportation for client site visits.

Responsibilities

• Troubleshoot Active Directory, DNS, Group Policy, virtualization, Windows Server, firewalls, VPNs, VLANs, Microsoft 365, VoIP phone systems, and backup and disaster recovery.
• Plan and deliver approved migrations, upgrades, network changes, and recovery improvements, including dependencies, client impact, testing, rollback, and handoff.
• Mentor junior technical staff.
• Keep clients informed and maintain accurate technical and ticket records.
• Work directly with clients and record all work in the service-management system.
• May participate in paid on-call coverage based on business needs and readiness.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed