L2 - MSP Support Engineer - USA

Zazz It Solutions • Nashville, TN

2d • Onsite

About The Position

This is a service-delivery seat, not a project or implementation role. The successful candidate will spend the majority of their day on the phone and in tickets with end users, working through Tier 2 issues, escalating cleanly to senior engineers when warranted, and keeping our RMM and PSA hygiene in good order. Strong phone etiquette, a calm professional manner, and the ability to communicate clearly with non-technical end users are weighted heavily.

Requirements

• Minimum 3+ years in an MSP/managed services consulting environment (multi-tenant client exposure preferred over single-organization IT).
• Demonstrated competency troubleshooting Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune basics) and Microsoft Azure tenant administration at the support level.
• Working knowledge of Google Workspace administration and end-user support.
• Day-to-day support experience with collaboration platforms — Microsoft Teams, Slack, and Zoom.
• Line-of-business application support: ability to troubleshoot third-party business apps in conjunction with vendor support.
• Hands-on with at least one RMM platform and one PSA platform; comfortable with ticket discipline, time entry, and documentation.
• Experience monitoring and responding to: backup job status, EDR / security alerts, and network-event notifications.
• Excellent phone etiquette and written communication.
• Strong ticket discipline; updates tickets in real time and closes loops with end users.
• Calm under pressure during outages and security events.

Nice To Haves

• CompTIA Network+
• CompTIA Security+
• Cisco CCNA
• Microsoft MCSE or current equivalent (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate)

Responsibilities

• Spend the majority of their day on the phone and in tickets with end users.
• Work through Tier 2 issues.
• Escalate cleanly to senior engineers when warranted.
• Keep RMM and PSA hygiene in good order.
• Provide day-to-day support for collaboration platforms like Microsoft Teams, Slack, and Zoom.
• Troubleshoot third-party business applications in conjunction with vendor support.
• Monitor and respond to backup job status, EDR/security alerts, and network-event notifications.
• Update tickets in real time and close loops with end users.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed