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Reactive Escalation Support Team Engineer - Fix broken things
I.T. WORKS! Inc. —West Barnstable, MA
- $80,000 - $100,000 a year
- 8 hour shift
- Hybrid work
- Background check
- Mid-level
- Windows
- Disability insurance
- Health insurance
Quick Apply
Nurse Educator for PCT & CNA-I Training Programs in Baltimore, MD
It Works Learning Center, Inc. —Baltimore, MD
- $45 an hour
- Part-time
- Classroom
- Nursing
- RN License
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Nurse Educator for PCT & CNA-I Training Programs in Baltimore, MD
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By regulation, all CNA-I instructors in Maryland must (1) be a registered nurse (RN) licensed to practice in Maryland; (2) have a minimum of 2 years of nursing…
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Reactive Escalation Support Team Engineer - Fix broken things

I.T. WORKS! Inc.
West Barnstable, MA

Quick Apply

Job Details

Full-time
$80,000 - $100,000 a year

Benefits

Disability insurance
Health insurance
401(k)
Paid time off
401(k) matching
Life insurance

Qualifications

Microsoft Certified: Azure Fundamentals
Data recovery
Server backup and recovery
Public Cloud
Windows
Technical support experience
High school diploma or GED
Firewall
Cloud service support
Disaster recovery implementation
Desktop (troubleshooting support)
CompTIA Network+
Azure AD
Computer networking
Networking equipment (troubleshooting support)
macOS
Typing
Root cause analysis
Desktop administration
CompTIA A+
Active Directory management

Full Job Description

The Escalation Support Engineer (Tier 2–3) is a hybrid role between our Support Team and Project Team with the main focus on reactive tickets.

This position focuses on:

Working in our support team handling daily calls
Resolving advanced reactive issues that require deeper technical knowledge
Handling tickets that cannot be completed within normal Support Team timeframes (less than 2 hours)
Supporting proactive improvements and participating in project work

You will play a critical role in ensuring issues are not just fixed—but resolved the right way, permanently.

What You’ll Do

Escalation & Advanced Support

Own and resolve escalated tickets from the Support Team
Troubleshoot complex issues across: Windows Server and workstations | Active Directory | Microsoft 365 / Exchange | Networking (firewalls, switches, VLANs, VPNs) | Backup and recovery solutions | Azure\ENTRA | Various software platforms
Identify root cause—not just symptoms—and implement permanent fixes
Perform onsite visits when required

Support Team Collaboration

Perform front line support team tasks when there are no escalated tickets
Participate in daily ticket updates and team meetings
Review and manage assigned tickets using documented processes
Assist, mentor, and train Support Team Engineers
Help reduce escalation volume by improving team knowledge

Project Team Contribution

Assist with project implementations (servers, networking, cloud migrations, etc.)
Execute assigned project tasks with accuracy and accountability
Ensure all work meets I.T.WORKS! standards
Identify opportunities to standardize or improve environments

Operational Excellence

Follow our processes 100% of the time
Document all work, communication, and commitments clearly
Inspect systems to confirm: Documentation is accurate & Identify patterns in recurring issues and recommend improvements

What Success Looks Like

Issues are resolved completely and permanently
Clients feel we exceeded expectations every time
Fewer repeat tickets due to proper root-cause resolution
Support Team becomes stronger because of your involvement

Qualifications

High School Diploma (Bachelor’s Degree preferred)
4+ years in IT support / MSP environment
Strong troubleshooting skills across: Servers, networking, firewalls | Microsoft 365 / Azure AD | Backup and disaster recovery | Excellent written and verbal communication | Ability to manage expectations with clients professionally | Type 40+ words per minute

Preferred Certifications / Training

CompTIA A+, Network+, Server+, Security+, Cloud+
Microsoft 365 Certifications (Modern Desktop, Messaging, Security, etc.)
CCNA
Firewall certifications
macOS Support / Mac Integration
AI certifications

Who You Are

You fix problems the right way—not the fast way
You take ownership and responsibility for outcomes
You enjoy solving complex issues others can’t
You want to be part of a team, not just a job
You believe in doing the hardest thing first

Compensation

Base Salary: $80,000 – $100,000 (based on experience)
Incentive Compensation Plan (Works Perks)
Full benefits package

Benefits

401(k) with match
Health insurance
Life insurance
Long Term disability
Paid time off
On-call rotation
Growth into Project Team responsibilities

Schedule

Full-time, 8-hour shift
Monday–Friday
On-call and weekends as part of the rotation (paid extra beyond salary for this)

Location

West Barnstable, MA (In-person)
Must be able to commute

Why Join I.T.WORKS!

We don’t sell junk. Ever.
We don’t cut corners.
It is right or is isn’t!
We want the responsibility to help our clients.

If you want to be part of a team that owns the outcome, solves real problems, and delivers results, we want to meet you.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

401(k)
401(k) matching
Health insurance
Life insurance
Paid time off

Application Question(s):

Have you worked for a managed services provider before?

License/Certification:

Microsoft Certified: Azure Fundamentals (Required)
CompTIA A+ (Preferred)
CompTIA Network+ (Preferred)

Ability to Commute:

West Barnstable, MA (Required)

Work Location: In person

Quick Apply

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