Job Description
Tier 2 Escalations Engineer (MSP)
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Location: Columbia, MD
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MSP Experience: Required
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Advanced MSP Support With Growth Into Projects
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We are a high-performing Managed Services Provider hiring a Tier 2 Escalations Engineer to own advanced support issues across cloud, server, network, and endpoint environments.
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You will handle escalations, work directly with clients, assist with infrastructure projects, and continue developing toward senior engineering or project-focused roles.
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What You Will Work On
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• Resolve escalated Tier 2 issues across multiple client environments
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• Support Windows Server, Active Directory, Microsoft 365, Azure, Entra ID, and Intune
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• Troubleshoot networking, firewalls, VPNs, virtualization, backups, and infrastructure issues
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• Work directly with clients and document technical resolutions
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• Assist with migrations, refreshes, rollouts, and project work
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• Use PowerShell for basic scripting and automation
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What We Are Looking For
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• 2+ years of MSP or multi-client IT support experience
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• Strong Tier 2 troubleshooting and escalation ownership
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• Ability to independently work across server, cloud, network, and endpoint environments
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• Experience with ConnectWise Automate, IT Glue, or similar MSP tools
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• Strong client communication, documentation, and follow through
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• Experience with Nerdio or Azure VDI, Cisco or SonicWall, PowerShell, and Mac support is a plus
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Benefits
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• 100% company paid Health, Dental, and Vision
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• Life, AD&D, Short Term, and Long Term Disability Insurance
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• 3 weeks PTO plus 6 paid holidays
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• 401(k) with 3% company match
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• Company provided laptop
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• Mileage reimbursement
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• Health savings plan
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• Performance bonuses
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• Growth into senior engineering or project roles