Managed Services (MSP) Tier 2 Escalated Support Engineer

We are a full-service technology company that thinks and acts as a business partner to our clients, not just a vendor. We are looking for creative and talented engineers to build the build our team up now and for the future, as we love to promote from within.
The Managed Services (MSP) Tier 2 Escalated Support Engineer is a full-time position reporting to our Director of Technology. We work normal hours that are between 8:00 AM and 5:00 PM, Monday through Friday. This role is partially hybrid wfh, working partially in office, from h ome, and on client sites.

Essential Qualifications

  • REQUIRED: 2+ years’ client-facing IT service desk experience preferably in a managed services or multi-tenant support company
  • Experience providing IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Experience performing basic troubleshooting and administration of servers, networks (WAN and LAN), routers, firewalls, and cybersecurity best practices
  • Advanced technical understanding of operating systems, business applications, printing systems, and network systems.
  • Experience managing and servicing clients through RMM and PSA tools
  • Strong customer service focus and ability to bring hospitality to each support ticket
  • Strong time management skills and the ability to stay organized during high volume
  • Professional written and verbal communication and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.
  • Current IT professional certifications from Microsoft, VMware, Cisco, CompTIA, or other preferred vendors desired

Duties and Responsibilities

IT Service Delivery

  • Work daily in ConnectWise taking escalated tickets from the tier 1 help desk
  • Provide re mote and onsite support
  • Management and administration of AD, GPOs, VMware, Azure AD, Azure VMs, Meraki, and SonicWALL.
  • Administration and maintenance of the RMM and other software system alerts, and respond accordingly through service tickets
  • Provide great documentation of work performed in our PSA tools (eg. ConnectWise)
  • Escalate service or project issues that cannot be completed within Service Level Agreement timeframes

Organizational Leadership

  • Continue learning and professional development by taking advantage of the company reimbursement for professional IT certifications.


  • Medical
  • Vision
  • Dental
  • Life
  • Short/Long term disability
  • 401K with matching
  • Paid holidays
  • Paid vacation
  • Paid sick leave
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