Senior Escalation Technician

The Scarlett Group•Jacksonville, FL

1d•$28 - $30•Onsite

About The Position

The Senior Escalation Technician serves as a senior-level technical resource and the highest level of escalation within the Support organization. This role is responsible for resolving complex technical issues, providing advanced troubleshooting expertise, mentoring team members, and driving technical excellence across client environments. The ideal candidate possesses deep expertise in Microsoft 365, Microsoft Intune, Entra ID, endpoint management, security, and modern workplace technologies. This individual works closely with the Director of Support to improve service delivery, develop technical standards, and ensure exceptional client experiences.

Requirements

5+ years of progressive IT support, systems administration, or MSP experience.
Advanced Microsoft 365 administration experience.
Strong hands-on experience with Microsoft Intune and endpoint management.
Advanced knowledge of Entra ID (Azure AD), Exchange Online, SharePoint Online, Microsoft Teams, Microsoft Defender, Conditional Access, Multifactor Authentication (MFA).
Experience supporting Windows operating systems and Microsoft server technologies.
Strong understanding of networking fundamentals, DNS, DHCP, VPN, and Active Directory.
Excellent troubleshooting, analytical, and problem-solving skills.
Exceptional customer service and communication skills.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Experience working within a Managed Service Provider (MSP) environment.
Microsoft Certified Endpoint Administrator Associate.
Microsoft 365 Administrator Expert certification.
Experience with PowerShell scripting and automation.
Experience with Azure cloud services.
Security+, AZ-104, or other related Microsoft certifications.
Experience implementing security frameworks and best practices.

Responsibilities

Serve as the primary escalation point for complex technical issues that cannot be resolved by Help Desk or Systems Administration staff.
Perform advanced troubleshooting and root cause analysis across Microsoft 365, Intune, Azure, endpoint management, networking, and server environments.
Lead major incident investigations, remediation efforts, and post-incident reviews.
Develop and implement permanent solutions for recurring technical issues.
Maintain ownership of escalated tickets through resolution while ensuring proper communication with clients and internal stakeholders.
Administer, support, and troubleshoot Microsoft 365 environments, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft Defender, and Entra ID (Azure AD).
Configure and manage Conditional Access policies, multi-factor authentication, identity protection, and Microsoft security features.
Support Microsoft 365 tenant migrations, integrations, and cloud modernization initiatives.
Evaluate and recommend Microsoft 365 solutions that improve security, productivity, and user experience.
Serve as the organization's subject matter expert for Microsoft Intune and endpoint management solutions.
Design, implement, and maintain Intune environments across Windows, iOS, Android, and macOS devices.
Manage device enrollment and provisioning, Windows Autopilot, compliance policies, configuration profiles, application deployment, security baselines, and endpoint security policies.
Troubleshoot complex device management and endpoint security issues.
Develop standards and best practices for endpoint lifecycle management.
Support implementation and administration of Microsoft security solutions.
Assist with vulnerability remediation, endpoint protection, and security hardening initiatives.
Review client environments and recommend improvements to strengthen security posture.
Ensure adherence to documented processes, standards, and security best practices.
Provide technical mentorship and guidance to Help Desk and Systems Administration team members.
Assist with onboarding and technical training of new team members.
Promote knowledge sharing through documentation, process improvement, and coaching.
Act as a technical leader during major support initiatives and service delivery efforts.
Partner with the Director of Support to improve service delivery processes and technical standards.
Create and maintain detailed technical documentation, procedures, and knowledge base articles.
Identify opportunities to improve efficiency through automation, standardization, and process enhancements.
Contribute to the development of operational best practices and technical service frameworks.
Lead or assist with infrastructure, cloud, security, and endpoint management projects.
Participate in client onboarding, technology refreshes, migrations, and strategic initiatives.
Collaborate with Engineering, Professional Services, and Support teams to deliver successful outcomes.
To support onboarding, training, and team integration, employees in this position are expected to work onsite.
Maintain accurate daily time records and ensure all time worked is entered and submitted by the end of each workday in accordance with company procedures.
Other duties as assigned.