Senior Systems Engineer – Tier 2 / Escalations (MSP)

Accelera IT; Phoenix (AZ); Sur place; USD 70 000 - 75 000; Plein temps

Avantages offerts par ce poste

Full benefits package including medical, dental, vision, and PTO

Ongoing training and certification support

Growth opportunities within the IT team

Résumé du poste

A proactive IT services company in Phoenix is seeking a Service Desk Escalations Engineer for a hybrid role. This mid-senior level position focuses on advanced support for escalated technical issues across various environments. Candidates should have over 3 years of IT support experience, strong troubleshooting skills, and familiarity with Microsoft 365 and networking fundamentals. The position offers a salary range of $70,000 to $75,000 and a full benefits package.

Qualifications

• 3+ years of hands-on IT support experience at an MSP.
• Experience troubleshooting Windows desktop and user environments.
• Knowledge in networking fundamentals including firewalls, VPNs, DNS, and DHCP.

Responsabilités

• Troubleshoot and resolve escalated tickets across multiple environments.
• Provide occasional on-site support for critical issues.
• Document fixes and contribute to the internal knowledge base.

Connaissances

IT support experience

Advanced troubleshooting skills

Microsoft 365 administration

Networking fundamentals

Experience with PSA and RMM tools

Strong communication skills

Ability to work independently

Formation

Bachelor’s degree in IT or related field

CompTIA A+, Network+, Server+, Security+

Outils

Autotask

Datto RMM

IT Glue

Description du poste

Accelera IT is a proactive, full-service managed IT services company specializing in cybersecurity, data storage and backup, and special projects. We provide comprehensive solutions to ensure our clients' IT infrastructure is secure, efficient, and scalable. Our mission is to deliver advanced technology services that enable businesses to operate optimally and securely. Join our forward-thinking team dedicated to providing cutting-edge IT solutions.

Role Description

Accelera IT is hiring a Service Desk Escalations Engineer for a hybrid role (remote with on-site dispatch as needed). This is a highly technical support position focused on resolving escalated issues across desktops, Microsoft 365, business applications, networking, and server environments.

This is not a project-based role. You’ll be part of the core support infrastructure, helping to stabilize our service queues, maintain SLA performance, and assist with volume by sweeping Tier 1 for aging and complex tickets.

Responsibilities include:

• Troubleshoot and resolve escalated tickets involving:
• Desktop and end-user environments
• Microsoft 365 (Exchange Online, Teams, OneDrive, licensing)
• Business-critical line-of-business applications
• Networking (VPNs, DNS, DHCP, firewalls)
• Windows Server (Active Directory, file shares, terminal services)
• Actively sweep the Tier 1 queue
• Provide occasional on-site support for critical issues or system recovery
• Collaborate with the Support Desk Manager and Tier 2 Lead to uphold SLAs
• Document fixes and contribute to internal knowledge base
• Identify recurring issues and help improve Tier 1 processes
• This role requires residency and availability in the Mountain Standard Time (MST) zone.

Qualifications

• 3+ years of hands-on IT support experience at an MSP
• Advanced troubleshooting skills across Windows desktop and user environments
• Microsoft 365 administration and support
• Networking fundamentals (firewalls, VPNs, DNS, DHCP)
• Experience with PSA and RMM tools (Autotask, Datto RMM, IT Glue, etc.)
• Strong communication, documentation, and follow-through skills
• Ability to work independently and collaboratively in a fast-paced environment
• Bachelor’s degree in IT or a related field is preferred but not required
• CompTIA A+, Network+, Server+, Security+ is preferred but not required.
• Salary: $70,000 – $75,000, based on experience
• Full benefits package, including medical, dental, vision, and PTO
• Ongoing training, certification support, and growth opportunities within a forward-thinking IT team

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Computer and Network Security

Referrals increase your chances of interviewing at Accelera IT by 2x

Get notified about new Service Desk Engineer jobs in Phoenix, AZ.

Phoenix, AZ $210,000.00-$215,000.00 4 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.