Senior Lead Infrastructure Engineer

About the job 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) #ReliabilityEngineer #SeniorInfrastructureEngineer