ROC Escalation Engineer

WHY GFI?  GFI Digital is an industry-leading provider of office technology solutions, helping businesses thrive for over 25 years. From managed IT and print solutions to networking, security, and unified communications, we make technology simple and impactful for our clients. Our success is driven by our people, and we're committed to creating an environment where employees can grow, learn, and build long-term careers. If you're looking for a company that truly cares about its people and its customers, GFI Digital is for you!

POSITION SUMMARY: 

The SWAT / Escalation Engineer serves as the final escalation point from the Remote Operations Center (ROC) for complex, multi-domain technical issues that have exceeded the troubleshooting capabilities of the service desk. This role owns problems end-to-end from escalation through root cause identification and resolution, responds to critical client situations requiring immediate intervention, and drives knowledge transfer back into the ROC to reduce future escalation volume.

• This position requires 5–10 years of hands-on experience supporting server, networking, and cloud infrastructure in an MSP or multi-client environment. 

PRINCIPAL DUTIES AND RESPONSIBILITIES: 

• Serve as the primary escalation point for the ROC on complex technical issues that have exceeded standard service desk troubleshooting procedures. 

• Take ownership of escalated issues end-to-end, driving them from initial assessment through root cause analysis and confirmed resolution. 

• Diagnose and remediate complex problems spanning server infrastructure, virtualization (Hyper-V, VMware), networking, identity, and cloud services — particularly issues that cross multiple technology domains. 

• Troubleshoot advanced networking issues including firewalls, routing, switching, VPN, DNS, and wireless infrastructure. 

• Resolve complex Microsoft 365, Azure, Entra ID, Exchange Online, and Intune issues including hybrid identity, conditional access, and mail flow. 

• Identify recurring escalation patterns, perform trend analysis, and provide actionable feedback to ROC leadership to reduce repeat escalations. 

• Create and maintain runbooks, knowledge base articles, and resolution documentation based on resolved escalations to improve ROC self-sufficiency. 

• Coach and mentor ROC Analysts and Engineers through real-time guidance, post-incident reviews, and targeted skill development to improve first-call resolution rates. 

• Work within the PSA and documentation platforms to document escalated issues with thorough resolution notes, root cause findings, and any environmental recommendations. 

• Collaborate closely with Technical Account Managers (TAMs), vCIOs, and the ROC to ensure world-class support delivery for all clients. 

• Support or coordinate onsite responses for business-critical incidents, either by direct presence or by working in real-time with field technicians, TAMs, or client IT staff to drive rapid resolution. 

KNOWLEDGE, SKILLS AND ABILITIES: 

1. Knowledge: This position requires 5–10 years of hands-on experience supporting server, networking, and cloud infrastructure in an MSP or multi-client environment. Strong working knowledge of Active Directory, Entra ID, Group Policy, DNS/DHCP, backup and disaster recovery, and Microsoft 365 administration. Familiarity with PowerShell scripting for troubleshooting and automation. Experience with Datto RMM, Autotask PSA, and IT Glue is a plus. Degree in computer science or information technology preferred. Industry certifications such as Microsoft, CompTIA, or Cisco are a plus. 

1. Skills: Excellent analytical and diagnostic skills with a methodical approach to root cause analysis. Strong written and verbal communication skills, including the ability to document complex issues clearly for both technical and non-technical audiences. Highly self-motivated and capable of working independently under pressure. Ability to prioritize and manage multiple concurrent escalations. 

1. Abilities: Proven analytical and problem-solving abilities. Ability to collaborate with peers to solve problems. Ability to meet deadlines and perform effectively under pressure. 

BENEFITS & PERKS:

We believe in taking care of our team both professionally and personally. That's why we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance.

Financial & Retirement

• 401(k) with company match to help you plan for the future
• Referral bonus program. Get rewarded for bringing great people to the team.

Health & Wellness

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Company provided Life Insurance, STD, LTD and AD&D
• Employee Assistance Program (EAP) for confidential counseling and support services
• Paid Time Off starting on your hire date
• Sick Time Off
• Employee Discount Program for added savings

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