Support Engineer L2 - MSP Escalations

Job Description

Support Engineer L2 – MSP Escalations

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Location: Tampa, FL

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

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

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Employment Type: Full-time

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About the Opportunity

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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.

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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.

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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.

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What You’ll Do

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

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

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