Tier II Support Technician (Escalations Engineer)

TIER II Support Technician (Escalations Engineer)

READ CAREFULLY BEFORE APPLYING (NON-NEGOTIABLE REQUIREMENTS)

ONLY QUALIFIED CANDIDATES WILL BE CONTACTED BASED ON SCREENING QUESTIONS

• 4 years CURRENT or RECENT MSP experience REQUIRED !
• Multi-industry client support REQUIRED (SMB environments) !
• Experience with ConnectWise Manage, IT Glue, and RMM tools REQUIRED!
• Applications who have not answered all screening questions will be rejected !

This is NOT a remote position.

About the Role

We are hiring a Tier II Support Technician (Escalations Engineer) to operate in a fast-paced, multi-client MSP environment supporting businesses across multiple industries and serve our customers both onsite and remotely.

This is not an internal enterprise IT role.

You will be responsible for:

• Handling escalations from Tier I
• Supporting multiple client environments simultaneously
• Driving both reactive resolution and proactive system improvement

You must be comfortable with context switching, ownership, and accountability across diverse environments.

Core Responsibilities

you will be doing/assisting with:

Escalations & Advanced Troubleshooting

• Resolve complex issues across:
• Servers, networks, and cloud platforms
• Active Directory, Group Policy, identity systems
• Microsoft 365 (Exchange, permissions, mail flow)
• Firewalls, VPNs, and network connectivity
• Troubleshoot virtualization (VMware, Hyper-V)
• Resolve backup failures and perform recovery operations

Infrastructure & System Management

• Configure and support:
• Firewalls, switches, VPNs
• Windows Server environments
• Microsoft 365 / Azure tenants
• Monitor RMM alerts and respond proactively
• Maintain system health, uptime, and performance

Security & Compliance

• Remediate malware, phishing, and endpoint threats
• Support email filtering and EDR platforms
• Assist with compliance, audits, and risk mitigation

Project Execution & Client Engagement

• Execute mid-level projects:
• Migrations, onboarding, infrastructure upgrades
• Participate in client discovery and environment assessments
• Recommend improvements aligned to business and security needs

Team Support & Mentorship

• Provide escalation support to Tier I
• Mentor junior technicians
• Collaborate with Tier III engineers

Documentation & Process Discipline

• Maintain documentation accuracy ≥ 95%
• Document all work in PSA (tickets, configs, changes)
• Follow standardized MSP workflows (no “custom support” shortcuts)

Operational Expectations

• Participate in on-call rotation as the business needs dictate.
• Participate in after-hours and emergency support if needed
• Vendor coordination for escalations
• Mandatory onsite field dispatches for emergency support and physical hardware setups

Physical Requirements

• Must be able to drive locally to client locations, navigate various office environments, and occasionally lift/move IT equipment (up to ~50 lbs)

Required Skills & Experience

Technical Expertise

• Windows Server, Active Directory, Group Policy
• Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Networking: DNS, DHCP, TCP/IP, VPNs, firewalls
• Virtualization: VMware, Hyper-V
• Backup & Disaster Recovery solutions
• Azure / Entra ID (basic–intermediate)
• Endpoint security / EDR tools
• Email filtering (Barracuda or similar)

Tools (REQUIRED)

• ConnectWise Manage
• IT Glue
• RMM tools (Datto preferred)

Automation (Preferred)

• PowerShell
• Basic scripting (Python, Bash)

Soft Skills

• Strong troubleshooting and analytical thinking
• Ability to manage multiple clients simultaneously
• Clear communication with non-technical users
• High accountability (“Extreme Ownership”)
• Strong documentation discipline

Position Requirements

• Tier II experience in an MSP (REQUIRED)
• Experience supporting multiple industries (REQUIRED)
• Experience supporting SMB clients (multi-tenant environments)
• Ability to work independently and within a team
• Valid driver’s license and reliable transportation REQUIRED for mandatory local travel to client sites

What Success Looks Like

• You resolve escalations correctly the first time
• You reduce recurring issues (not just fix symptoms)
• You elevate Tier I performance
• You improve client environments proactively

Who This Role Is NOT For

• Candidates without MSP experience
• Candidates with only internal IT backgrounds or Vendor experience
• Candidates not comfortable managing multiple clients simultaneously

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Will you now or in the future require employer sponsorship or participation in a work authorization program?
• What is your salary requirement?

Experience:

• Managed Service Provider (MSP): 4 years (Required)
• ConnectWise: 3 years (Preferred)
• Tier II: 3 years (Required)

Ability to Commute:

• Puyallup, WA 98374 (Required)

Work Location: In person

Salary : $65,000