Tier 2 Escalation Technician

Simpatico Systems, LLC•The Colony, TX

19h•Hybrid

About The Position

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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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