Tier 2 Escalation Technician

Job Description

Job Description

Simpatico Systems is a team of engineers who align our goals with our customers' organizational objectives, delivering IT, cybersecurity, cloud, networking, and low-voltage solutions. We design systems that are simple, effective, affordable, and results-driven. We take the time to understand each client's business needs and provide customized technology solutions that drive success.

Most importantly: We enjoy solving complex technology challenges and building lasting relationships with our customers.

Simpatico Systems was formed in 2013 through the merger of Ironfish Technologies and Business Audio Environments (BAE). With more than 40 years of combined experience delivering exceptional service, our team is dedicated to innovation, growth, and customer success. As we continue expanding into new markets, we are seeking talented professionals who are passionate about technology and thrive in a fast-paced MSP environment.

Our Opportunity

The Tier 2 Escalation Technician serves as a senior technical resource within the Operations Team, handling advanced support issues escalated from the helpdesk. This role requires a highly experienced IT professional with strong networking expertise, extensive troubleshooting capabilities, and previous Managed Service Provider (MSP) experience.

You will work directly with clients, vendors, and internal engineering teams to diagnose and resolve complex infrastructure, server, cloud, security, and networking issues while helping drive continuous improvement across the service desk.

What You'll Do

• Act as the primary escalation point for the helpdesk
• Troubleshoot and resolve advanced networking, server, workstation, and cloud-related issues
• Manage incidents from escalation through resolution while maintaining exceptional customer communication
• Support Microsoft 365, Azure, Windows Server, Active Directory, and virtualization platforms
• Diagnose and resolve VPN, firewall, switching, routing, DNS, DHCP, and wireless networking issues
• Perform root cause analysis and identify recurring issues to improve service delivery
• Assist with infrastructure projects, migrations, and upgrades
• Provide onsite and remote support for SMB and enterprise clients
• Create and maintain technical documentation, SOPs, and knowledge base articles
• Mentor and train helpdesk technicians on troubleshooting methodology and best practices
• Collaborate with engineers and project teams on complex technical issues
• Participate in on-call rotation as required

Required Qualifications

• 5+ years of IT support experience
• 3+ years working in a Managed Service Provider (MSP) environment
• Strong understanding of networking fundamentals, including:
  • TCP/IP
  • VLANs
  • Routing and Switching
  • Wireless Networking
  • DNS
  • DHCP
  • VPN Technologies
  • Firewall Management
• Advanced troubleshooting skills across Windows environments
• Experience supporting Microsoft 365 and Exchange Online
• Strong knowledge of Active Directory, Group Policy, and Azure AD/Entra ID
• Experience with virtualization technologies such as VMware and Hyper-V
• Ability to troubleshoot complex technical issues independently
• Exceptional verbal and written communication skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Strong customer service and client relationship skills
• Valid driver's license and reliable transportation

Preferred Qualifications

• Microsoft Certifications (MS-102, AZ-104, AZ-700, AZ-802, MD-102, etc.)
• CompTIA Network+, Security+, or equivalent certifications
• Unifi,Fortinet, Cisco, or Meraki experience
• ConnectWise Manage and Automate experience
• Experience supporting enterprise networking environments
• ITIL Foundations certification
• Cybersecurity experience and knowledge of security best practices
• Experience with backup and disaster recovery solutions

What You'll Get

• Competitive salary based on experience
• Performance-based bonus opportunities
• Comprehensive medical, dental, and vision benefits
• Paid time off and holidays
• Company-sponsored training and certification reimbursement
• Career advancement opportunities
• Collaborative and team-oriented culture
• Opportunity to work with cutting-edge technologies and a diverse client base

Job Type

Full-Time

Schedule

• Monday through Friday
• On-call rotation required
• Occasional after-hours maintenance support

Salary Range

$65,000 - $85,000+ DOE

Why Join Simpatico Systems?

We're looking for a seasoned technical professional who enjoys solving difficult problems, mentoring others, and delivering exceptional service. If you thrive in an MSP environment, enjoy networking and infrastructure technologies, and want a clear path toward engineering or leadership roles, we'd love to talk with you.