Tier 2 Escalation Technician

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.