Apply on Employer Site

IP Pathways · 2 hours ago

Systems Escalation Engineer

Urbandale, IA

Full-time

Onsite

Senior Level

6+ years exp

IP Pathways is a premier Managed Service Provider delivering cutting-edge IT solutions and customer service. The Systems Escalation Engineer serves as a primary escalation resource responsible for resolving complex technical issues and improving the reliability of core infrastructure systems.

Information TechnologySoftware

No H1B

Hiring Manager

Madalyn Oltman

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

Qualification

Windows ServerActive DirectoryMicrosoft 365Virtualization platformsNetworking fundamentalsCloud platformsScripting/automationBackupDisaster recoveryLinux basicsManaged services toolsProactive mindsetCommunication skills

Required

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

Preferred

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