IT Support Engineer: Tier 2

Escalations Project & Field Work AI-Enabled Operations Full-Time

Vann Data is an established managed IT services provider hiring a technician who can support our Daytona Beach client base. You take the escalations on the front line hand off, drive to a client site when hands are needed, and work on projects and stack builds alongside our senior engineers. Expect the first stretch to be hands‑on and deliberately unglamorous: the fastest way to understand our stack, our clients and where our processes need to change is to work them directly.

From there, the role broadens. Escalations remain the top priority, especially when the queue is busy. Between escalations, you will work onsite to implement our technology stack, document the systems, processes, and workflows used by Vann Data and our clients, and partner with our AI engineering team to improve both internal and client operations. You will turn those insights into action by identifying workflows to redesign, manual processes to automate, and standards to establish.

This hands‑on technical role offers a clear path for those who earn it.

• Microsoft 365 and Entra  (Azure AD): user and group administration, license assignment, MFA enrollment and resets, password and lockout resolution.
• Active Directory: creating and disabling users, group membership, share and NTFS permissions, drive mapping.
• Outlook and Exchange Online: client and profile issues, shared mailboxes, calendar permissions, basic mail delivery troubleshooting.
• Email security: spam and phishing triage, quarantine review and release, allow and block list requests.
• Windows 10 and 11 endpoints: setup and deployment, driver and firmware updates, performance and application troubleshooting.
• Printers, scanners and multifunction devices: driver installation, scan‑to‑folder and scan‑to‑email configuration.
• Networking (strong working knowledge required): TCP/IP, DNS and DHCP, VLANs and switching basics, and structured troubleshooting from the endpoint all the way to the gateway.
• Wireless: access point and SSID configuration, authentication failures, coverage, interference and roaming issues.
• Remote access: VPN client setup, MFA‑protected remote sessions, and connectivity triage.
• Security fundamentals: least privilege thinking, can recognize phishing attempts, and knows when something is a possible incident to elevate rather than quietly resolve. Familiarity with EDR/ITDR and basic security fundamentals.
• Firewalls: configuration and management experience, including rule changes and troubleshooting from the LAN side out.

• Use AI assistants daily to research errors, draft clear resolution notes, and turn fixes you have made into knowledge base articles other technicians can follow.
• Notice the tickets you keep seeing more than once and say so, because those are the ones worth automating away.

• Act as an escalation point for the service desk: take the hard tickets the front line hand offs, work the root cause, and close the loop with documentation the rest of the team can reuse.
• Implement our standard technology stack for new and existing clients (identity, endpoint management, email security, backup, network and EDR/ITDR), owning the pieces you are ready for and pairing with a senior engineer on the larger builds.
• Roll up your sleeves on current‑state discovery: map the systems, processes and workflows we and our clients run on, not the ones the documentation claims. You cannot improve what nobody has written down.
• Turn that understanding into our evolution: the workflow worth redesigning, the manual step worth automating, the standard worth setting across every client we support.
• Work…