Senior Systems Engineer at Netranom – Hurricane | Jobyssey

Location: Hurricane, West Virginia
Reports to: Chief Operating Officer
Type: Full-time

About the role
You are the last stop on the service board. When Tier 2 has exhausted their playbook, the ticket comes to you — and it comes with a frustrated client, an incomplete picture, and often a business that can't operate until it's resolved.
If you want to spend your week solving problems nobody else could solve, this is that seat.
We support 150+ clients across all industries, ranging from small businesses to publicly traded companies.

What you'll do

Own escalated tickets end to end — diagnosis through resolution and client communication, without handing the problem back down
Serve as incident commander on P1 outages: coordinate the response, keep stakeholders informed, and run the post-incident review
Perform root cause analysis on recurring issues and drive the permanent fix, whether that's a configuration change, a documentation gap, or a client-side conversation about technical debt
Mentor Tier 1 and Tier 2 engineers through shoulder-to-shoulder troubleshooting, not just ticket handoffs
Improve the knowledge base and standard operating procedures so the same escalation doesn't reach you twice
Identify and flag client environments that generate disproportionate ticket volume, and partner with account management on remediation plans
Participate in the on-call rotation ([frequency], approximately [X] weeks per quarter)

What we're looking for
Experience

5+ years in IT support with at least 2 in an MSP or other multi-tenant environment
Demonstrated history as a terminal escalation point — you've been the person the team calls
Comfortable working across dozens of client environments with varying standards, documentation quality, and legacy baggage

Technical depth — strong in most of these, expert in several:

Windows Server, Active Directory, Group Policy, DNS, DHCP, certificate services
Microsoft 365 administration: Exchange Online, Entra ID, Intune, Conditional Access, hybrid identity
Networking: routing and switching fundamentals, firewall policy, VLANs, site-to-site VPN, wireless troubleshooting
Virtualization: VMware vSphere and/or Hyper-V
Backup and disaster recovery: Slide or Datto, including restore validation and ransomware recovery
Endpoint security and EDR triage
Scripting for diagnosis and remediation — PowerShell at minimum

How you work

You document as you go, because the next engineer to touch this environment might be you at 2 a.m.
You can explain a complex failure to a non-technical business owner without condescension or jargon
You know when to stop troubleshooting and escalate to a vendor, and you build a case file before you do
You stay calm when a client is not

Nice to have

Certifications: MS-102, AZ-104, VMware VCP, Net+, Sec+, or equivalent
Experience with compliance frameworks relevant to our client base (HIPAA, CMMC, PCI-DSS, SOC 2)
Exposure to ConnectWise or RMM scripting at scale
Voice/UC experience (Teams Phone, 3CX, SIP)
Prior experience mentoring or building technical training programs

What we offer

Paid Health, dental, vision
401(k) with up to 4% match
3 weeks PTO
Annual stipend for successful certifications and exam attempts

How to apply
In place of a cover letter, we'd rather hear about one escalation you're proud of: what was broken, what everyone else had already tried, and how you found it.

Senior Systems Engineer

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