Senior Systems Engineer – Tier 2​/Escalations; MSP

Accelera IT is a proactive, full-service managed IT services company specializing in cybersecurity, data storage and backup, and special projects. We provide comprehensive solutions to ensure our clients' IT infrastructure is secure, efficient, and scalable. Our mission is to deliver advanced technology services that enable businesses to operate optimally and securely. Join our forward-thinking team dedicated to providing cutting-edge IT solutions.

Role Description

Accelera IT is hiring a Service Desk Escalations Engineer for a hybrid role (remote with on-site dispatch as needed). This is a highly technical support position focused on resolving escalated issues across desktops, Microsoft 365, business applications, networking, and server environments.

This is not a project-based role. You’ll be part of the core support infrastructure, helping to stabilize our service queues, maintain SLA performance, and assist with volume by sweeping Tier 1 for aging and complex tickets.

Responsibilities include:

• Troubleshoot and resolve escalated tickets involving:
• Desktop and end-user environments
• Microsoft 365 (Exchange Online, Teams, One Drive, licensing)
• Business-critical line-of-business applications
• Networking (VPNs, DNS, DHCP, firewalls)
• Windows Server (Active Directory, file shares, terminal services)
• Actively sweep the Tier 1 queue
• Provide occasional on-site support for critical issues or system recovery
• Collaborate with the Support Desk Manager and Tier 2 Lead to uphold SLAs
• Document fixes and contribute to internal knowledge base
• Identify recurring issues and help improve Tier 1 processes
• This role requires residency and availability in the Mountain Standard Time (MST) zone.

Qualifications

• 3+ years of hands-on IT support experience at an MSP
• Advanced troubleshooting skills across Windows desktop and user environments
• Microsoft 365 administration and support
• Networking fundamentals (firewalls, VPNs, DNS, DHCP)
• Experience with PSA and RMM tools (Autotask, Datto RMM, IT Glue, etc.)
• Strong communication, documentation, and follow-through skills
• Ability to work independently and collaboratively in a fast-paced environment
• Bachelor’s degree in IT or a related field is preferred but not required
• CompTIA A+, Network+, Server+, Security+ is preferred but not required.
• Salary: $70,000 – $75,000, based on experience
• Full benefits package, including medical, dental, vision, and PTO
• Ongoing training, certification support, and growth opportunities within a forward-thinking IT team

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries Computer and Network Security

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