Escalation Engineer

Clear Guidance Partners is seeking an experienced MSP engineer who prioritizes customer service, documentation, communication and enjoys helping their teammates wherever needed in a collaborative small business. The ideal candidate has a strong background in Windows server administration, Active Directory, Group Policies, Azure IaaS, and networking.

Who is Clear Guidance Partners?

Clear Guidance Partners, founded in 2019 and with 29 staff, is based in Austin, TX. CGP provides Managed IT Services, cybersecurity, and back-office services to clients all over Texas and the United States. With our stellar reputation for top-of-the-line service, we are a high-growth company that is looking for team members who are excited to grow with us. We only hire candidates who are passionate about advancing along with the company as we expand and mature.

Responsibilities

• Work as an escalation point for the Tier 1 and 2 team members, resolving problems and preventing them from occurring again through training of team members and/or automation.
• Emphasize documentation, ticket hygiene, and clear communication with both clients and co-workers. CGP is a customer service-focused business, you will be on the phone talking to end users and emailing them. We have strict rules for clients respecting you and your team, but you will also be working with users in moments of stress and must be a clear, confident communicator.
• Our clients use Microsoft-centric environments. You have experience in Server and small network administration, especially setting up new users and workstations. You can accurately work off of and update checklists to ensure that steps are not missed.
• Identify and act on opportunities to secure clients, reduce recurring issues, and automate where possible.
• Assist our consultants in research, technology architecture, revising business processes, etc. You may also be invited to meetings with client executives and boards for consulting projects you are heavily involved with.
• Update tickets with your notes and time entries and regularly update documentation, including writing new standard operating procedures (SOPs):
• If you are not strong at communication and documentation, this is not the role for you. You cannot be “too busy” or other excuses – the process comes first. We have a very collaborative environment, so if you have a big workload, others will jump in and help so you can stay on top of proper documentation.
• On call approximately one week per quarter. On-call at CGP is 6p – 10p CST, and 7a – 10p on weekends. Currently, we receive 1-3 tickets per day for on-call to look at.

Technical Abilities (preferred):

• Advanced email understanding and troubleshooting ability within M365, to include a nuanced understanding of mail flow, RBAC roles, headers, and enterprise mailbox features.

• Able to design and deploy an Azure IaaS environment, including connectivity to an existing location/network and virtual machines
• Able to design and whiteboard out a high-level company network design from scratch
• Ability to quickly map relationships between different systems (i.e. visualize the network/systems/applications in your head and relay to client/teammate/vendor)
• Use of advanced troubleshooting tools (examples: Wireshark, Process Monitor, ADSI edit) to find the root cause of issues
• Proficiency in PowerShell scripting
• Ability to fully configure from scratch and/or migrate from one model firewall to another (ideally Fortigate)
• Proficiency in HyperV and/or VMware ESXi hypervisors

Job Type: Full-time

Benefits:

• 100% employer-paid individual health, vision, and dental insurance
• 100% employer funded Health savings account (HSA)
• 3 weeks starting paid time off + 12 company holidays
• 401k savings plan

Compensation package:

• $60-85k base pay depending on experience; Bonus opportunities

Schedule:

• 8-hour shift
• 6x on-call weeks per year, with a $400/week bonus + overtime

Experience:

• IT support: 3 years (Preferred)

Work Location: Candidates in Austin TX will be given preference, but strong remote candidates will be considered. The role is primarily remote, but Austin candidates must be in the office a maximum of 2 days per week. Remote candidates will spend 1 week in Austin per quarter (travel costs are covered by CGP.)

To apply: email [email protected] with your resume, and a cover letter describing why you would be a fit for this role.