IP Pathways

Systems Escalation Engineer

IP Pathways

full-time

Posted on:

Location Type: Hybrid

Location: Urbandale • Iowa • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureCloudDNSLinuxPythonTCP/IPVMware

About the role

  • 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

Requirements

  • 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
Benefits
  • Comprehensive healthcare
  • 100% company-paid disability and life insurance
  • 401(k) with company match
  • Flexible and accommodating work schedules
  • Ongoing training

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Windows ServerActive DirectoryMicrosoft 365virtualizationVMwareHyper-VAzureNetAppPowerShellPython
Soft skills
communicationmentoringcoachingproblem-solvingattention to detailcollaborationproactive mindsettechnical directionknowledge sharingroot cause analysis