Tier 2 Escalations Engineer (MSP)

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

Advanced MSP Support With Growth Into Projects

We are a high-performing Managed Services Provider hiring a Tier 2 Escalations Engineer to own advanced support issues across cloud, server, network, and endpoint environments.

You will handle escalations, work directly with clients, assist with infrastructure projects, and continue developing toward senior engineering or project-focused roles.

What You Will Work On

• Support Windows Server, Active Directory, Microsoft 365, Azure, Entra ID, and Intune
• Troubleshoot networking, firewalls, VPNs, virtualization, backups, and infrastructure issues
• Work directly with clients and document technical resolutions
• Assist with migrations, refreshes, rollouts, and project work
• Use PowerShell for basic scripting and automation

What We Are Looking For

• 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
• 100% company paid Health, Dental, and Vision
• Life, AD&D, Short Term, and Long Term Disability Insurance
• 401(k) with 3% company match
• Company provided laptop
• Performance bonuses
• Growth into senior engineering or project roles