Support Engineer L2 - MSP Escalations

Support Engineer L2 – MSP Escalations

Location: Tampa, FL

Work Arrangement: Primarily remote, with occasional visits to local schools

Salary: $60,000–$70,000, with flexibility for an exceptional candidate

Employment Type: Full-time

About the Opportunity

A mission-driven managed service provider focused on K–12 education is hiring a Systems Administrator to support schools across the Tampa area. This role is a strong fit for a Tier 2 IT professional who enjoys solving complex technical issues, building client relationships, and helping less experienced technicians grow.

You'll serve as an escalation point for the service desk, working across Microsoft and Google environments, endpoint management, local servers, and printer management systems. You'll also mentor Tier 1 and field technicians, sharing your knowledge and helping the team resolve more issues independently.

The role is primarily remote, with occasional onsite visits to schools in the Tampa area—typically about five to six times per year. You'll join a collaborative team where your technical skills and client service make a direct impact on educators and students.

What You'll Do

• Take ownership of complex Tier 2 escalations and troubleshoot issues across client environments.
• Support Microsoft 365, Google Workspace, endpoint management, local servers, and printer management systems.
• Provide remote support through ticket and call queues, keeping clients informed throughout the resolution process.
• Serve as a technical resource and mentor for Tier 1 technicians and field engineers.
• Coach teammates on troubleshooting methods and help them build confidence handling issues independently.
• Build trusted relationships with school clients through responsive communication and personalized support.
• Visit local schools when hands-on support is needed.

What We're Looking For

• Experience in a Tier 2 help desk, systems administration, or IT support role.
• Working knowledge of Google Workspace and Microsoft technologies.
• Familiarity with mobile device management or endpoint management tools.
• Strong troubleshooting, communication, and customer service skills.
• Interest in mentoring technicians and sharing technical knowledge.
• Ability to pass the required CGIS background check.

Compensation & Benefits

• Salary range of $60,000–$70,000 , with flexibility for an exceptional candidate.
• Company vehicle.
• 401(k) with employer match.
• Medical, dental, and vision insurance.
• Paid time off, including time for training.
• Up to $1,500 in training reimbursement.
• Bonus opportunities.
• Supportive team culture and room to grow as the person currently in this role is being promoted.