Escalation​/Project Engineer - Hybrid

Escalation/Project Engineer – Hybrid

Our client is a growing managed service provider in central Connecticut looking to add to their internal/in‑house team. This position serves as an escalation point for the Help Desk and will collaborate with the field engineering team to complete project‑based work.

100% remote after 90‑day ramp up period (2 days in office, 3 days remote), office in Hartford, CT area. Compensation range $80,000 - $95,000 + bonus potential and a great benefits package.

• Serve as the senior level technician for the in‑house team, handling escalated technical support issues
• Mentor and train internal staff on solutions to complex technical support issues
• Lead complex projects, collaborating with field engineering team to complete cloud migration projects (taking ownership of the “remote” portion of the project work)
• Manage and troubleshoot issues related to network devices, Sonic Wall firewalls, wireless APs, managed switches
• Implement MFA and other managed security services and work with clients to achieve a strong security posture and remain within compliance standards
• Act as an expert for Microsoft environments and cloud solutions

• 5+ years of experience working in a highly technical environment or managed service provider
• Desired certifications in the following areas – MS 365, Windows Server, Sonic Wall
• Strong experience with MS 365, Exchange Server, One Drive, Azure, and on‑prem Exchange
• Advanced understanding of networking concepts (managed switches), virtualization (VMware & Hyper‑V), Windows Server OS, firewalls, and VoIP systems
• Ability to work on escalated tickets and balance project‑based work (emphasis on Cloud migration projects)
• Must have excellent customer service skills with the ability to multi‑task
• Must be able to act as a mentor for lower‑level help desk team