Infrastructure escalation engineer

- Act as the Tier 3 escalation point for Tier 1 and Tier 2 engineers in reactive support queues - Address a diverse range of tickets, from user issues such as printing and connectivity to complex server failures - Take charge of escalated incidents from initiation to resolution, including client communications and documentation in IT Glue - Use robust diagnostic techniques to swiftly and accurately identify root causes, even in new environments - Support root cause analysis (RCA) documentation for significant service disruptions - Work with Managed Intelligence to identify recurring issues flagged during escalations - Manage and troubleshoot Windows Server environments for versions 2016 through 2025, including roles, services, and event logs - Oversee and troubleshoot Active Directory tasks such as user and group management, GPO, and domain trust issues - Diagnose and resolve DNS failures, including zone resolution issues and split-brain scenarios - Provide troubleshooting support for SQL Server environments focusing on connectivity, health, and access issues - Manage DHCP infrastructure, focusing on scope health and conflict resolution - Assist with PKI and certificate management across client environments as required - Administer and troubleshoot Proxmox environments, including VM management and diagnostics - Support VMware environments, focusing on vSphere, ESXi host management, and VM troubleshooting - Diagnose performance and stability issues at the hypervisor level for both Proxmox and VMware - Perform VM migrations and basic recovery operations - Deliver comprehensive end-user support for issues related to printing, application access, and hardware - Assist Microsoft 365 users with email, Teams, SharePoint, and OneDrive issues at a proficient level - Conduct Microsoft 365 administrative tasks, including password resets and mailbox management - Utilize Entra ID for user and device management; prior experience is a plus - Leverage working knowledge of Microsoft Azure to support client environments - Collaborate on Azure-related escalations with senior engineers and Solutions Consultants - Understand the relationship between on-premises infrastructure and Azure in hybrid setups - Operate within ConnectWise RMM, ConnectWise PSA, and Auvik as primary service delivery tools - Maintain accurate and comprehensive client documentation in IT Glue as a fundamental duty - Collaborate with the Cybersecurity team while being aware of SentinelOne and Todyl for context on escalations - Utilize PowerShell for diagnostics and basic automation tasks; comfort with scripting is expected