MSP Support Engineer Tier 2​/Reactive​/Escalated

MSP Premium Support Engineer Tier 2/3 - Reactive/Escalated Support

Join predictive

IT as a remote client Tier 2-3 Service Desk Engineer based in the Tampa Bay area. This role focuses on reactive and escalated support for managed service provider clients.

predictive

IT is seeking an experienced, self‑motivated, dedicated IT professional to join our team as a Tier 2-3 Service Desk Engineer. The role is remote but in the Tampa Bay area.

• Energetic, flexible, driven individual with a thirst for knowledge.
• Enthusiastic about learning new technologies and a love for IT support.
• A results‑oriented Rockstar committed to personal and professional growth.
• Excellent at customer service and communication skills and able to talk tech with clients at all levels.
• Able to work independently and self‑motivated in a professional but fun environment.
• Love interacting with end‑users remotely helping people solve technical problems.
• A professional who focuses first on solving problems rather than placing blame.
• Will do whatever it takes to make clients happy and resolve issues quickly.

• The primary role of this job will be taking incoming calls and monitoring support emails for client support request tickets.
• Issues will include but are not limited to:
  • Server and workstation troubleshooting / configuration issues
  • Server and workstation administration
  • Network device troubleshooting
  • LOB troubleshooting and administration
  • M365 administration
  • SOC Tools administration
• You’ll record, track, and escape cases through our ticketing system as well as help keep our documentation top‑n‑t and up to date.
• Provide remote reactive support & remediation services using our PSA and RMM.
• Provide a best‑in‑class customer experience by providing fast response to requests, friendly interactions, frequent communication, follow up and follow through.
• Be part of a team of friendly and knowledgeable people working directly with our clients, both remotely and onsite.

• 10+ years of MSP experience
• Extensive knowledge of the following:
  • Windows 10 / 11, OS X desktop operating systems
  • Windows Server 2016 / 2019 / 2022 – Server administration
  • Meraki / Sophos / Unifi networking administration / portals
  • VMWare / MS Hyper‑V
  • Microsoft 365 Administration
• Ability to multi‑task
• Excellent time management skills
• Impressive verbal, written, and communications skills
  
  Reliable transportation
• A+ Certification and/or Network+ Certification is preferred
• Familiarity with Autotask Ticketing System and Datto RMM is preferred, but not required
• Mac experience (and an interest in learning even more!) is a huge plus
• Must live in the Tampa Bay area

• Company covers up to $500 of medical/dental/vision benefits costs
• Paid holidays and vacation time
• Fun and energetic company culture
• Continuing education and certification assistance
• 401(k) with 4% company match
• An excellent entry level technical position with a growing IT company with tons of potential for advancement
• Hybrid work environment: work from home on Mondays and Fridays after completion of your 90 day probation.

predictive

IT is a leading Managed IT & Cyber Security Services Provider based in Tampa, FL. We have been servicing businesses locally, nationally and internationally since 2004. Our team values great culture and great clients. predictive

IT provides excellent benefits including covering a large portion of the cost of our employees’ health insurance and a generous 401(k) match. We are looking for driven individuals who love working with a team, are passionate about customer service, value teamwork over individual achievement and constantly want to improve.