Systems Escalation Engineer

Job Title: Systems Escalation Engineer
Department: Advanced Technical Services (ATS)
Location: Urbandale, IA

About Us
IP Pathways is a premier Managed Service Provider (MSP) delivering cutting-edge, proprietary IT solutions and unwavering customer service. Since 2007, we’ve empowered clients to move faster, innovate boldly, and gain a competitive edge by Guiding IT Forward™ with creativity, excellence, and client-centric innovation.

Job Summary
The Systems Escalation Engineer is a senior, infrastructure-focused role within IP Pathways’ Advanced Technical Services (ATS) team. This position serves as a primary escalation resource responsible for resolving complex technical issues, supporting and stabilizing client environments, and improving the reliability and performance of core infrastructure systems. This role acts as a technical authority, providing advanced troubleshooting expertise, mentoring other engineers, and contributing to improved standards, documentation, and processes that support long-term system stability and client success.

Key Responsibilities
Duties and responsibilities include but are not limited to the following:

• 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

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent combination of education and relevant professional experience

Physical Abilities Required

• Ability to work at a desk or workstation for extended periods of time


• Ability to occasionally lift and move IT equipment as needed

Why IP Pathways?

IP Pathways is an expert provider of hybrid IT solutions for small, medium, and enterprise companies by delivering world-class engineering services supported by high-touch customer service. Here are just some of the great reasons to work at IP Pathways:

• Competitive benefits package: Comprehensive healthcare, 100% company-paid disability and life insurance, and a 401(k) with company match.


• Work/life balance: IP Pathways believes in enabling families to be families. We proudly offer flexible and accommodating work schedules to meet your family’s needs and obligations.


• Ongoing training: Looking for a company who will consistently invest in developing your skills? IP Pathways will help you continue your educational pursuits and provide opportunities to become certified in some of the most sought-after technologies.

Next Steps

Ready to help shape our team and be part of a company that turns IT into a strategic asset? Apply now to join IP Pathways and help us continue Guiding IT Forward™.

Sponsorship/Relocation

Applicants must be authorized to work in the United States on a full-time basis. Sponsorship for employment visa status and relocation reimbursement are not offered for this position.