What are the responsibilities and job description for the IT Engineer - Managed Services position at Bowman Williams?
IT/ System Engineer (Level 2, 2.5, or 3) – Managed Services | Columbia, MD
Salary: $85,000–$120,000 Benefits (dependent on level of experience)
A growing Managed Service Provider (MSP) in Columbia, MD is seeking a System Engineer to serve as the top escalation point for their help desk. This is a client-facing, support-focused role where you’ll handle advanced troubleshooting, mentor junior techs, and provide onsite support at client locations (~25% local travel).
This position is ideal for an experienced engineer who thrives in a fast-paced MSP environment, enjoys solving complex technical issues, and values both technical depth and customer interaction.
What You’ll Do:
- Act as the highest-level escalation point for inbound tickets and calls
- Own tickets end-to-end, escalating to vendors only when necessary
- Troubleshoot across a wide range of technologies, from desktops to advanced networking and cloud
- Configure and manage client backups
- Mentor L1 and L2 engineers, setting standards for documentation and client communication
- Provide onsite support for escalations, upgrades, and client visits (~25%)
- Maintain documentation and time entries in Autotask (or similar PSA)
- Partner with leadership to address recurring issues and improve processes
What You Bring:
- MSP industry experience is required
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID/Azure AD)
- Windows Server & Virtual Servers
- Networking & Security (SonicWall firewalls, HP switches, VLANs, VPNs, routing basics)
- Experience with Autotask (or similar PSA/RMM tools)
- Excellent communication skills; able to simplify technical concepts for non-technical users
- Proven ability to mentor and support junior engineers
- Reliable transportation for local client visits (~25%)
- Must pass background check and drug screen
Compensation & Benefits:
- Salary: $85K–$120K
- Benefits: Medical, Dental, Vision (partial coverage) 401(k)
- PTO: 2 weeks PTO 1 week sick
- Mileage reimbursement: $0.70 per mile
Salary : $85,000 - $120,000