IT Support Engineer: Tier 2+

Vann Data Services, LLC; Daytona Beach (FL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Subsidized health insurance

Life and AD&D policy

401(k) with company match

Paid training and certifications

Cell phone reimbursement

Job summary

Vann Data Services, LLC in Daytona Beach is seeking an Escalations Technician for full-time work supporting our local client base. You take escalations on the front line, drive to client sites when hands are needed, and work on projects alongside senior engineers.

The role emphasizes hands-on work to understand our stack, document systems, and collaborate with AI engineering to improve operations and automate processes.

Qualifications

• Three to five years in MSP or similar environment.
• Hands-on with identity, endpoint management, email security, backup, network or EDR/ITDR.
• Comfort taking escalations from the front line and digging into root causes.
• Familiarity with Intune, Windows Autopilot or Group Policy.
• Some PowerShell scripting you have written or adapted.
• Client-facing communication and scoping/workshop facilitation.
• Degree or coursework in Computer Science, AI, Data Science or Cybersecurity, or equivalent hands-on experience.
• Certifications: CompTIA Network+ or Security+ or MS-102/AZ-104 or comparable.

Responsibilities

• Serve as escalation point for service desk tickets and resolve root causes.
• Implement standard technology stack for new and existing clients, pairing with a senior engineer.
• Document current systems, processes, and workflows for clients and internal use.
• Collaborate with AI engineering on client AI deployments and readiness assessments.
• Help deploy AI security controls and governance measures.

Skills

PowerShell

Root cause analysis

Customer communication

AI readiness

Documentation

Education

CS / AI / Data Science / Cybersecurity degree

Tools

Intune

Windows Autopilot

Group Policy

Microsoft 365

Job description

Escalations Project & Field Work AI-Enabled Operations Full-Time

Vann Data is an established managed IT services provider hiring a technician who can support our Daytona Beach client base. You take the escalations on the front line hand off, drive to a client site when hands are needed, and work on projects and stack builds alongside our senior engineers. Expect the first stretch to be hands‑on and deliberately unglamorous: the fastest way to understand our stack, our clients and where our processes need to change is to work them directly.

From there, the role broadens. Escalations remain the top priority, especially when the queue is busy. Between escalations, you will work onsite to implement our technology stack, document the systems, processes, and workflows used by Vann Data and our clients, and partner with our AI engineering team to improve both internal and client operations. You will turn those insights into action by identifying workflows to redesign, manual processes to automate, and standards to establish. This hands‑on technical role offers a clear path for those who earn it.

Core Technical Requirements

• Microsoft 365 and Entra ID (Azure AD): user and group administration, license assignment, MFA enrollment and resets, password and lockout resolution.
• Active Directory: creating and disabling users, group membership, share and NTFS permissions, drive mapping.
• Outlook and Exchange Online: client and profile issues, shared mailboxes, calendar permissions, basic mail delivery troubleshooting.
• Email security: spam and phishing triage, quarantine review and release, allow and block list requests.
• Windows 10 and 11 endpoints: setup and deployment, driver and firmware updates, performance and application troubleshooting.
• Printers, scanners and multifunction devices: driver installation, scan‑to‑folder and scan‑to‑email configuration.
• Networking (strong working knowledge required): TCP/IP, DNS and DHCP, VLANs and switching basics, and structured troubleshooting from the endpoint all the way to the gateway.
• Wireless: access point and SSID configuration, authentication failures, coverage, interference and roaming issues.
• Remote access: VPN client setup, MFA‑protected remote sessions, and connectivity triage.
• Security fundamentals: least privilege thinking, can recognize phishing attempts, and knows when something is a possible incident to elevate rather than quietly resolve. Familiarity with EDR/ITDR and basic security fundamentals.
• Firewalls: configuration and management experience, including rule changes and troubleshooting from the LAN side out.

AI Is Part of the Job, Not a Side Project

• Use AI assistants daily to research errors, draft clear resolution notes, and turn fixes you have made into knowledge base articles other technicians can follow.
• Notice the tickets you keep seeing more than once and say so, because those are the ones worth automating away.

The Work: Escalations, Projects and AI Delivery

• Act as an escalation point for the service desk: take the hard tickets the front line hand offs, work the root cause, and close the loop with documentation the rest of the team can reuse.
• Implement our standard technology stack for new and existing clients (identity, endpoint management, email security, backup, network and EDR/ITDR), owning the pieces you are ready for and pairing with a senior engineer on the larger builds.
• Roll up your sleeves on current‑state discovery: map the systems, processes and workflows we and our clients run on, not the ones the documentation claims. You cannot improve what nobody has written down.
• Turn that understanding into our evolution: the workflow worth redesigning, the manual step worth automating, the standard worth setting across every client we support.
• Work alongside our AI engineering organization on client AI deployments: configuring assistants and agents against client systems and helping move pilots into production.
• Contribute to client AI readiness assessments covering data inventory, identity and access posture, licensing and governance gaps, and learn to translate findings into a roadmap.
• Help deploy AI security controls: data loss prevention and sensitivity labeling, tenant‑level AI usage policies, shadow‑AI discovery, and guardrails for approved tools.

Experience We Are Looking For

• Three to five years in an MSP, managed services, or multi‑client IT environment, or strong Tier 1 experience and a clear readiness to step up.
• Hands‑on work with a managed stack: identity, endpoint management, email security, backup, network or EDR/ITDR. You do not need to have owned all of it; you do need to have worked in it.
• Comfort taking escalations from the front line: you dig into root cause rather than passing the ticket along.
• Working familiarity with Intune, Windows Autopilot or Group Policy.
• Some PowerShell: scripts you have written or adapted and used.
• Client‑facing comfort: you can hold a conversation with a business owner and explain a technical problem without jargon. Leading scoping calls and workshops is something you will grow into here.
• Degree or coursework in Computer Science, Artificial Intelligence, Data Science or Cybersecurity, or equivalent hands‑on experience.
• CompTIA Network+ or Security+, or Microsoft MS-102, AZ-104 or comparable, held now or with a stated plan to earn them.

Our Core Values

• Integrity – Do the right thing.
• Accountability – Own the outcome.
• Passion – Bringing light to the work we do.

Serving Our Clients and Their Communities

• Learn each client's business well enough to see what technology should fix next, and bring the idea forward instead of waiting to be asked.
• Treat a ticket as part of a relationship, not a transaction. Clients remember how you left them, not only whether the issue closed.
• Look for ways to deepen what we do for a client: a security gap worth closing, a manual process worth automating, an aging system worth planning around.
• Remember who is downstream. The nonprofits, schools, medical practices and local businesses we support serve the Daytona Beach community, and their uptime is the community's uptime.

Who Succeeds Here

• Strong work ethic and self‑motivated: you drive tickets to closure without being chased.
• Comfortable working across both worlds in the same week: an escalated outage in the morning, a client AI readiness session in the afternoon.
• Bring real curiosity and drive about applying AI to streamline the service desk: cutting handle time, sharpening triage, and improving how the whole queue performs, not just your own tickets.
• You like technology enough to have the learning mindset, and you are curious about AI and its applications.
• You write clearly to non‑technical people and stay calm on the phone under pressure.
• You care about the client on the other end of the ticket, and about the community that client serves.
• You want to be measured on response time, first‑touch resolution, and what you learned this quarter.
• You reach for AI as a first instinct, whether to research an unfamiliar error, sanity‑check a fix, or draft the documentation, and you know when the answer needs a human check before it goes to a client.
• You see repetitive work as a problem to solve, not a routine to accept, and you are eager to build the automation that removes it.
• You’re interested in playing a part in the transformation of our company into an AI‑driven MSP powered by automation and best of breed solutions and people.

Schedule, Travel and Compensation

• Core hours are 8:00 a.m. to 5:00 p.m. Eastern, Monday through Friday.
• Participation in an after‑hours on‑call rotation shared across the team.
• A valid driver’s license is required, since the role includes travel to client sites.
• Subsidized health insurance with prescription coverage, plus dental, effective the first of the month following 60 days of employment.
• Company-paid $50,000 life and AD&D policy.
• Paid time off starting at 80 hours and increasing annually, awarded after 90 days of employment.
• 401(k) with company match.
• Paid training and certifications.
• Cell phone reimbursement.
• Benefits are available to employees working 32 or more hours per week.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to providing reasonable accommodation to applicants and employees with disabilities. If you need accommodation during the application or interview process, please let us know.