2nd Line Support Engineer

As a 2nd Line Engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast-paced environment, you will work with your team to provide market-leading technical support.

Growth is important to us. Your role will include mentoring junior peers while also being mentored by senior engineers to ensure continuous growth and development throughout the team.

What will I get up to day to day? You will be responsible for delivering 2nd line IT support services to the customer base of our MSP partners.

Your everyday focus will include:

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
• Windows Server 2008 R2, 2012, 2016, and 2019.
• Windows 10 & 11.
• VMware and Hyper-V.
• Azure.
• Microsoft 365.
• Network troubleshooting.
• Using our PSA platform to log and respond to support tickets.
• Identifying automation opportunities and proactive tasks resulting in exceptional levels of uptime and reliability of client systems.
• Working in a hybrid environment, attending our Tampa office three days per week and working remotely for the remaining days.

• Experience working for a Managed Service Provider (MSP).
• Knowledge of Autotask RMM or PSA.
• Being a people person, delivering support with a friendly and positive manner.
• Excellent communication skills, both verbal and written.