Systems Escalation Engineer

IP Pathways • Urbandale, IA

7d

About The Position

The Systems Escalation Engineer is a senior, infrastructure-focused role within IP Pathways’ Advanced Technical Services (ATS) team. This position serves as a primary escalation resource responsible for resolving complex technical issues, supporting and stabilizing client environments, and improving the reliability and performance of core infrastructure systems. This role acts as a technical authority, providing advanced troubleshooting expertise, mentoring other engineers, and contributing to improved standards, documentation, and processes that support long-term system stability and client success.

Requirements

• 6+ years of progressive experience in systems administration, infrastructure support, or advanced IT operations
• Strong expertise in Windows Server, Active Directory, and Microsoft 365
• Solid understanding of virtualization platforms (VMware, Hyper-V, and/or Azure)
• High knowledge of storage platforms with preference for NetApp.
• Strong knowledge of networking fundamentals including DNS, DHCP, TCP/IP, VLANs, and VPNs
• Experience with cloud platforms
• Scripting or automation experience using PowerShell, Python, or similar tools
• Experience supporting backup and disaster recovery solutions such as Veeam, Acronis, or Zerto
• Experience supporting monitoring platforms and infrastructure alerting
• Linux basics and fundamentals.
• Familiarity with managed services tools, ticketing systems, and escalation-based support models
• Excellent written, verbal, and customer-facing communication skills
• Proactive, solution-oriented mindset with strong attention to detail

Nice To Haves

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent combination of education and relevant professional experience

Responsibilities

• Troubleshoot and resolve advanced issues involving Windows Server, Active Directory, Microsoft 365, virtualization, and storage solutions, and other complex infrastructure issues.
• Serve as a Tier 3 escalation resource for various other teams throughout the company.
• Perform root cause analysis for recurring or high-impact incidents and recommend long-term solutions
• Collaborate with Managed Services, Implementation, and Field Engineering teams on cross-functional technical issues
• Apply sound engineering judgment to balance urgency, risk, and long-term system stability
• Mentor and guide Tier 2 engineers and other technical team members through coaching and knowledge sharing
• Provide technical direction and best-practice guidance across infrastructure-related work
• Improve and maintain technical documentation, knowledge base articles, and standard operating procedures
• Contribute to the refinement of escalation paths, troubleshooting standards, and operational processes
• Participate in an on-call rotation and provide after-hours support as required

Benefits

• Competitive benefits package: Comprehensive healthcare, 100% company-paid disability and life insurance, and a 401(k) with company match.
• Work/life balance: IP Pathways believes in enabling families to be families. We proudly offer flexible and accommodating work schedules to meet your family’s needs and obligations.
• Ongoing training: Looking for a company who will consistently invest in developing your skills? IP Pathways will help you continue your educational pursuits and provide opportunities to become certified in some of the most sought-after technologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees