Tier 2 Escalations Engineer — Grow into Senior Projects

Bowman Williams; Columbia (MD); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life and Disability Insurance

401(k) with 3% match

Company laptop provided

Performance bonuses

Career growth into senior roles

Job summary

Bowman Williams is seeking a Tier 2 Escalations Engineer to own advanced support issues across cloud, server, network, and endpoint environments in a dynamic MSP setting. You will handle escalations, work directly with clients, and assist with infrastructure projects, while continuing to develop toward senior engineering or project-focused roles.

The role emphasizes strong troubleshooting, cross-environment expertise, and proactive documentation of resolutions, with potential for growth into

Qualifications

• 2+ years of MSP or multi-client IT support experience.
• Strong Tier 2 troubleshooting and escalation ownership.
• Ability to independently work across server, cloud, network, and endpoint environments.
• Experience with ConnectWise Automate, IT Glue, or similar MSP tools.
• Strong client communication, documentation, and follow through.
• Experience with Nerdio or Azure VDI, Cisco or SonicWall, PowerShell, and Mac support is a plus.

Responsibilities

• Own advanced support issues across cloud, server, network and endpoint environments.
• Handle escalations and work directly with clients.
• Assist with infrastructure projects and migrations.
• Document technical resolutions for clients.
• Use PowerShell for basic scripting and automation.

Skills

MSP experience

Tier 2 troubleshooting

Cross-environment work

Client communication

Tools

ConnectWise Automate

IT Glue

PowerShell

Azure VDI

Job description

Bowman Williams is seeking a Tier 2 Escalations Engineer to own advanced support issues across cloud, server, network, and endpoint environments in a dynamic MSP setting. You will handle escalations, work directly with clients, and assist with infrastructure projects, while continuing to develop toward senior engineering or project-focused roles.

The role emphasizes strong troubleshooting, cross-environment expertise, and proactive documentation of resolutions, with potential for growth into