Senior Escalation Technician Needed

Department: Technical Services
Reports To: Director of Support
FLSA Status: Non-exempt

Position Summary

The Senior Escalation Technician serves as a senior-level technical resource and the highest level of escalation within the Support organization. This role is responsible for resolving complex technical issues, providing advanced troubleshooting expertise, mentoring team members, and driving technical excellence across client environments.

The ideal candidate possesses deep expertise in Microsoft 365, Microsoft Intune, Entra ID, endpoint management, security, and modern workplace technologies. This individual works closely with the Director of Support to improve service delivery, develop technical standards, and ensure exceptional client experiences.

Essential Duties and Responsibilities

Advanced Technical Support & Escalations

• Serve as the primary escalation point for complex technical issues that cannot be resolved by Help Desk or Systems Administration staff.
• Perform advanced troubleshooting and root cause analysis across Microsoft 365, Intune, Azure, endpoint management, networking, and server environments.
• Lead major incident investigations, remediation efforts, and post-incident reviews.
• Develop and implement permanent solutions for recurring technical issues.
• Maintain ownership of escalated tickets through resolution while ensuring proper communication with clients and internal stakeholders.

Microsoft 365 Administration

• Administer, support, and troubleshoot Microsoft 365 environments, including:
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive for Business
  • Microsoft Defender
  • Entra ID (Azure AD)
• Configure and manage Conditional Access policies, multi-factor authentication, identity protection, and Microsoft security features.
• Support Microsoft 365 tenant migrations, integrations, and cloud modernization initiatives.
• Evaluate and recommend Microsoft 365 solutions that improve security, productivity, and user experience.

Microsoft Intune & Endpoint Management

• Serve as the organization's subject matter expert for Microsoft Intune and endpoint management solutions.
• Design, implement, and maintain Intune environments across Windows, iOS, Android, and macOS devices.
• Manage:
  • Device enrollment and provisioning
  • Windows Autopilot
  • Compliance policies
  • Configuration profiles
  • Application deployment
  • Security baselines
  • Endpoint security policies
• Troubleshoot complex device management and endpoint security issues.
• Develop standards and best practices for endpoint lifecycle management.

Security & Compliance

• Support implementation and administration of Microsoft security solutions.
• Assist with vulnerability remediation, endpoint protection, and security hardening initiatives.
• Review client environments and recommend improvements to strengthen security posture.
• Ensure adherence to documented processes, standards, and security best practices.

Leadership & Mentorship

• Provide technical mentorship and guidance to Help Desk and Systems Administration team members.
• Assist with onboarding and technical training of new team members.
• Promote knowledge sharing through documentation, process improvement, and coaching.
• Act as a technical leader during major support initiatives and service delivery efforts.

Process Improvement & Documentation

• Partner with the Director of Support to improve service delivery processes and technical standards.
• Create and maintain detailed technical documentation, procedures, and knowledge base articles.
• Identify opportunities to improve efficiency through automation, standardization, and process enhancements.
• Contribute to the development of operational best practices and technical service frameworks.

Project Participation

• Lead or assist with infrastructure, cloud, security, and endpoint management projects.
• Participate in client onboarding, technology refreshes, migrations, and strategic initiatives.
• Collaborate with Engineering, Professional Services, and Support teams to deliver successful outcomes.

Required Qualifications

• 5+ years of progressive IT support, systems administration, or MSP experience.
• Advanced Microsoft 365 administration experience.
• Strong hands-on experience with Microsoft Intune and endpoint management.
• Advanced knowledge of:
  • Entra ID (Azure AD)
  • Exchange Online
  • SharePoint Online
  • Microsoft Teams
  • Microsoft Defender
  • Conditional Access
  • Multifactor Authentication (MFA)
• Experience supporting Windows operating systems and Microsoft server technologies.
• Strong understanding of networking fundamentals, DNS, DHCP, VPN, and Active Directory.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Exceptional customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience working within a Managed Service Provider (MSP) environment.
• Microsoft Certified Endpoint Administrator Associate.
• Microsoft 365 Administrator Expert certification.
• Experience with PowerShell scripting and automation.
• Experience with Azure cloud services.
• Security+, AZ-104, or other related Microsoft certifications.
• Experience implementing security frameworks and best practices.

Key Competencies

• Technical Leadership
• Advanced Troubleshooting
• Microsoft 365 Expertise
• Intune Administration
• Problem Solving & Critical Thinking
• Customer Focus
• Communication & Collaboration
• Process Improvement
• Documentation & Knowledge Sharing
• Continuous Learning

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• Ability to occasionally lift and/or move equipment up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Why This Role Matters

The Senior Escalation Technician plays a critical role in maintaining Scarlett's reputation for delivering exceptional technical support. By serving as the highest level of support escalation and a subject matter expert in Microsoft 365 and Intune, this position helps ensure our clients receive timely, effective solutions while supporting the growth and development of the broader technical team.

Compensation

This position is a non-exempt, hourly role.

Hourly Pay Range: $27.90 - $29.80 per hour

Actual compensation will be determined based on experience, technical expertise, certifications, skills, and other job-related factors.

Benefits

Scarlett offers a comprehensive benefits package designed to support the health, well-being, and professional growth of our team members, including:

• Medical, dental, and vision insurance
• Life insurance
• Monthly cell phone stipend
• 401(k) with company match
• Paid Time Off (PTO)
• Paid company holidays
• Yearly bonus
• Certification program and professional development opportunities
• Employee referral bonus program

Scarlett is committed to investing in our employees' personal and professional success while providing opportunities for continued growth and advancement.