IT Support Escalation Engineer — MSP Expert

WheelHouse IT; Orlando, Northern (FL, KY); Hybrid; USD 48,000 - 55,000; Full time

Benefits offered by this job

401K with company match

Company provided mobile phone

Health, vision, and dental benefits

Performance-based incentives

Generous bonus levels

Full on the job training

Fun working environment and culture

PTO

Mario Kart / D&D club

Job summary

WheelHouse IT in Orlando, FL is seeking a motivated Support Escalation Engineer to deliver high-quality technical support and mentor clients. This is not an entry-level role and requires 2–3 years of MSP experience.

You will provide remote and on-site assistance for PCs, networking equipment, servers, and security, while acting as an escalation point for complex issues. You will work with clients and staff across technical and non-technical backgrounds, communicate incident progress, and own

Qualifications

• Minimum 2–3 years of MSP experience.
• Experience providing remote and on-site IT support.
• Strong communication with technical and non-technical clients.
• Ability to work in a team and own tasks.

Responsibilities

• Provide IT support for PCs, networking, servers, and security.
• Serve as escalation point for complex issues.
• Deliver remote and on-site support for virtualization and network tech.
• Document maintenance and communicate incident progress to customers.
• Assist with projects and ensure timely delivery.

Skills

Interpersonal skills

Diagnosis skills

Multi-tasking

Communication skills

Technical troubleshooting

Resource matching

Customer service orientation

Education

Microsoft MCP

MCSA

MCSE

Citrix CCEA or CCIA

SonicWall CSSA

ConnectWise CCPA

LabTech LTCP

Cisco CCNA

VMware VCP

Tools

VMware

Citrix

Microsoft Exchange

Windows Server/SQL/SharePoint

Job description

WheelHouse IT in Orlando, FL is seeking a motivated Support Escalation Engineer to deliver high-quality technical support and mentor clients. This is not an entry-level role and requires 2–3 years of MSP experience.

You will provide remote and on-site assistance for PCs, networking equipment, servers, and security, while acting as an escalation point for complex issues. You will work with clients and staff across technical and non-technical backgrounds, communicate incident progress, and own