2nd Line Support Engineer

Uptime Solutions Ltd; Town of Florida (NY); On-site; USD 65,000 - 72,000; Full time

Job summary

Uptime Solutions Ltd in Tampa, FL is seeking a 2nd Line Engineer to provide expert IT support for our MSP partners’ customers. You will troubleshoot issues, mentor juniors, and collaborate with senior engineers to drive growth and reliability.

In this hybrid role, you work three days per week in our Tampa office and two days remotely, handling Windows Server, VMware/Hyper-V, Azure, and Microsoft 365 issues while ensuring high uptime and proactive improvements.

Qualifications

• 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.

Responsibilities

• Deliver 2nd line IT support services to the customer base of our MSP partners.
• Troubleshoot a range of issues including Windows Server, Windows 10/11, VMware/Hyper-V, Azure, Microsoft 365, and networking.
• Log and respond to support tickets using our PSA platform.
• Mentor junior peers and collaborate with senior engineers to ensure growth and reliability.
• Work in a hybrid environment: three days per week in the Tampa office and two days remotely.

Skills

MSP experience

People skills

Communication skills

Tools

Autotask PSA/RMM

Job description

2nd Line Engineer

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

Salary: $65,000 - $72,000 per annum

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.