2nd Line Support Engineer

Uptime Solutions Ltd; Tampa (FL); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Uptime Solutions Ltd is seeking a 2nd Line Engineer to join our Tampa-based team on a hybrid schedule, three days in the office and two remote. You will deliver 2nd line IT support for our MSP partners’ client base, troubleshooting complex issues and escalating where needed.

In this role you will mentor junior peers and be mentored by senior engineers to grow your technical and customer-service skills. A strong background in Windows Server, VMware/Hyper-V, Azure and Microsoft 365 is preferred,

Qualifications

• Experience working for a Managed Service Provider (MSP).
• Experience with Autotask RMM or PSA.
• Strong communication skills, both verbal and written.
• Willingness to mentor junior peers and collaborate with seniors.

Responsibilities

• Deliver 2nd line IT support for MSP partners' client base.
• Troubleshoot a range of technical issues across Windows Server, desktops, virtualisation, and cloud services.
• Log and respond to support tickets in the PSA system.
• Identify automation opportunities to improve uptime and reliability.

Skills

MSP experience

Autotask RMM

Autotask PSA

Excellent communication

Mentoring others

Tools

Windows Server

VMware

Hyper-V

Azure

Microsoft 365

Autotask PSA/RMM

Job description

2nd Line Engineer

Hybrid based - Tampa, FL (3 days per week in the office)

Working Hours:

Monday to Friday, 8:30 AM - 5:00 PM Eastern Time

What’s this role about?

As a 2nd Line Engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast-paced environment, you will work with your team to provide market-leading technical support.

Growth is important to us. Your role will include mentoring junior peers while also being mentored by senior engineers to ensure continuous growth and development throughout the team.

What will I get up to day to day?

You will be responsible for delivering 2nd line IT support services to the customer base of our MSP partners.

Your everyday focus will include:

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:

  • Windows Server 2008 R2, 2012, 2016, and 2019.
  • Windows 10 & 11.
  • VMware and Hyper-V.
  • Azure.
  • Microsoft 365.
• Network troubleshooting.
• Using our PSA platform to log and respond to support tickets.
• Identifying automation opportunities and proactive tasks resulting in exceptional levels of uptime and reliability of client systems.
• Working in a hybrid environment, attending our Tampa office three days per week and working remotely for the remaining days.

What gets me the competitive edge?

Stand out from the pack with these things:

• Experience working for a Managed Service Provider (MSP).
• Knowledge of Autotask RMM or PSA.
• Being a people person, delivering support with a friendly and positive manner.
• Excellent communication skills, both verbal and written.