Role Summary

Key Responsibilities

• Resolve complex, high-severity escalations across infrastructure, identity, networking, endpoint, and applications, serving as the senior technical point of contact for assigned clients and queues.
• Lead technical response during major incidents: triage, containment, delegation, status updates, and stabilization.
• Perform root-cause analysis and drive durable remediation to prevent recurrence.
• Own client outcomes end-to-end, coordinating across internal teams and specialized resources when scope spans multiple functional areas.
• Own vendor escalations (Microsoft, ISPs, SaaS) with clear evidence, timelines, and follow-through.
• Deliver at least one continuous-improvement contribution per quarter, runbook, automation, monitoring, or standards update.
• Mentor engineers across tiers; elevate troubleshooting habits, documentation quality, and judgment on when to proceed vs. escalate.
• Partner with Service Directors on escalation strategy, queue health, and QA calibration.
• Model exemplary documentation, time capture, and client communication, especially under pressure, while protecting scalability, security, and Executech standards.
• Exercise senior-level judgment on when to proceed, when to escalate, and when to pull additional resources, and coach others to do the same.

Typical Work Scope (Examples)

• High-severity escalations spanning identity, networking, Azure/M365, endpoint management, and core line-of-business applications.
• Major incident technical leadership: drives triage, assigns work, communicates status, and leads post-incident review inputs.
• Root-cause analysis and prevention: turns repeated tickets into permanent fixes (automation, standards, runbooks).
• Advanced troubleshooting with logs/telemetry: M365 sign-in logs, Intune logs, Defender signals, firewall/VPN diagnostics.
• Vendor escalation ownership: produces concise cases with logs, timelines, and business impact.

Performance Expectations (KPIs)

• SLA compliance: ≥ 90% (rolling 90-day).
• CSAT: ≥ 97% positive (rolling 90-day).
• Utilization: 90% utilization target.
• Billable efficiency: ≥ 80% billable efficiency (rolling 90-day).
• Ticket quality: meets documentation/time-entry standards; participates in QA audits.
• QA target: ≥ 93/100 (< 90/100 triggers coaching plan).

Skills & Experience

• 5+ years of progressively responsible IT support experience (MSP experience strongly preferred).
• Broad, advanced competence across MSP-relevant technologies: M365 identity, endpoint management, basic-to-intermediate networking, security tooling, backup/DR.
• Ability to rapidly assess ambiguous problems, form hypotheses, gather evidence, and drive resolution.
• Strong written/verbal communication for high-pressure incident leadership and client-facing updates.
• Automation capability: PowerShell proficiency; ability to safely operationalize repeatable fixes (peer reviewed).

Certification Expectations

• AZ-104 (Azure Administrator) required (or must be completed within 6 months of entering the role).
• One advanced or specialty cert within 12 months of entering the role (examples: MS-102, AZ-305, SC-300, SC-200).
• Certifications support technical depth and credibility while maintaining a generalist operating model.

IMPACT Expectations

• Integrity: set the standard for technical judgment, professionalism, and ethical behavior in high-impact situations.
• Mindset: think systemically; prioritize long-term stability; anticipate risk; drive prevention over repeat firefighting.
• Passion: step forward during complex/critical events and take pride in reliable, high-quality service outcomes.
• Accountability: own outcomes including RCA quality and follow-through on remediation recommendations.
• Client-Centric: balance speed and correctness with long-term client impact; communicate clearly during incidents.
• Teamwork: act as a force multiplier through mentorship, standards, and knowledge sharing (without formal people management).

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