Escalations Engineer (L3 - Advanced Support) for MSP Environment

About Us

Halo Recruiting is a white-glove recruiting firm helping U.S. companies access elite global talent for 80% less than domestic equivalents. We recruit, screen, and rigorously vet top-tier remote workers based in the Philippines to work as full-time embedded team members within your business. Our candidates are 100% English-fluent, university-educated, and have years of corporate experience from top-tier brands like Google, KPMG, PwC, Canva, Mercedes-Benz, Exxon, Amazon and Deloitte, to name a few.

Escalations Engineer (L3 – Advanced Support | MSP Environment)

Schedule: 8am–5pm or 9am–6pm EST

Employment Type: Starts as an independent contractor role, with a clear pathway to full-time EoR employment after 6 months (based on performance and mutual fit)

Salary Range: $5,500 - $6,500 per month

Overview

We’re hiring an experienced Escalations Engineer to serve as the highest level of technical support for complex, business-critical incidents. This role is highly reactive and requires someone who can step into chaotic situations, restore operations quickly, and ensure long-term stability.

This is a client-facing role supporting mid-market environments (200–1500+ users), requiring both technical depth and strong communication skills.

Key Responsibilities

· Take ownership of critical escalations (L3) involving infrastructure, networking, and cloud environments

· Respond to major incidents (e.g., full client outages, server failures, infrastructure breakdowns) and drive resolution end-to-end

· Perform advanced troubleshooting across:

o Networking

o Servers (on-prem & cloud)

o Microsoft 365 (SharePoint, MFA, SSO)

o Backup and disaster recovery systems

· Lead root cause analysis and implement preventive solutions

· Coordinate with internal teams (Service Desk, NOC, CIOs, Account Managers) to resolve issues efficiently

· Provide clear, structured client communication during incidents (status updates, resolution confirmation, validation)

· Document incidents, fixes, and preventive measures thoroughly

· Ensure proper post-resolution validation and testing

What Success Looks Like

· You can walk into a broken environment and get systems back online fast

· You don’t just fix issues—you make sure they don’t happen again

· You communicate clearly under pressure and keep stakeholders aligned

· You take ownership, even in messy, high-stakes situations

Required Experience & Skills

· Strong experience in an MSP environment (non-negotiable)

· Proven background handling large-scale environments (200–1500+ users)

· Hands-on experience with:

o Networking & infrastructure troubleshooting

o Windows servers (on-prem & cloud)

o Microsoft 365 ecosystem

o Backup & recovery solutions

· Experience supporting major outages / critical incidents

· Familiarity with both public and private cloud environments

· Strong understanding of change management and escalation processes

· Excellent client-facing communication skills

Nice to Have

· Experience supporting US or UK-based MSP clients

· Exposure to healthcare environments

· Experience handling multi-site / complex infrastructures

Work Setup & Expectations

· Schedule: 8am–5pm or 9am–6pm EST (with flexibility)

· May require extended hours during critical outages

· Fully remote (South Africa-based)

Must have:

o Reliable high-speed internet

o Backup power (load shedding ready)

o Professional remote setup (camera, headset)