Escalation Analyst L3

1 week ago

Richmond Hill, Canada MSP OPERATIONAL CORP Full time

As we continue to grow, we are looking for an **Escalations Analyst L3** to join our MSP Corp team.

**About the Role**

As **Escalations Analyst L3**, you will lead our incident management and escalation processes, serve as the highest technical point of contact for unresolved issues, and ensure service excellence across our client environments. This role is ideal for someone with strong troubleshooting capabilities, leadership potential, and deep infrastructure expertise in a multi-tenant MSP environment.
- ** Schedule**: Monday to Friday, 40 hours per week, 8:30 a.m. - 5:00 p.m.
- ** Location**: Richmond Hill
- ** Work Mode**: 100% Onsite

**What You Will Do**
- Serve as the final escalation point for complex incidents from Level 1 and Level 2 teams.
- Manage and maintain the N-Central RMM dashboard; lead its optimization and performance.
- Oversee proactive maintenance activities performed by the overnight shift technicians.
- Lead resolution efforts for critical issues involving core infrastructure, networks, and cloud systems.
- Develop and maintain Standard Operating Procedures (SOPs) for the NOC.
- Maintain accurate and up-to-date network and infrastructure documentation.
- Support onboarding of new clients from a monitoring/escalation perspective.
- Mentor junior team members and assist with technical training and knowledge sharing.

**What We Are Looking For**
- 5+ years of experience in IT operations, with at least 2 years in a senior or escalation role within an MSP.
- Highly organized with excellent time management and prioritization skills.
- Deep experience in Windows Server (2008R2/2012R2) and Linux distributions (Red Hat, CentOS, Ubuntu, Debian, SUSE).
- Proven ability to manage and troubleshoot systems like SQL Server, Exchange, SharePoint.
- Strong knowledge of Hyper-V and VMware virtualization platforms.
- Cloud experience with Microsoft Azure, Office 365, and Google Workspace.
- Network expertise including Cisco Routing & Switching, SonicWALL firewalls, and enterprise wireless solutions, Amazon S3 **_nice to have_**:

- VOIP system experience with Cisco Call Manager and Call Manager Express. **_nice to have_**:

- Experience with monitoring tools and RMM platforms, particularly N-Central experience with RMM such Connectwise

**Why Work at MSP Corp**
- Benefits package.
- Dynamic work environment.
- Corporate gym discounts.
- Wellness day.
- Opportunities for growth and training.

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