L2 - MSP Support Engineer - USA

Role Focus

This is a service-delivery seat, not a project or implementation role. The successful candidate will spend the majority of their day on the phone and in tickets with end users, working through Tier 2 issues, escalating cleanly to senior engineers when warranted, and keeping our RMM and PSA hygiene in good order. Strong phone etiquette, a calm professional manner, and the ability to communicate clearly with non-technical end users are weighted heavily.

Required Experience

• Minimum 3+ years in an MSP / managed services consulting environment (multi-tenant client exposure preferred over single-organization IT).
  
• Demonstrated competency troubleshooting Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune basics) and Microsoft Azure tenant administration at the support level.
  
• Working knowledge of Google Workspace administration and end-user support.
  
• Day-to-day support experience with collaboration platforms — Microsoft Teams, Slack, and Zoom.
  
• Line-of-business application support: ability to troubleshoot third-party business apps in conjunction with vendor support.
  
• Hands-on with at least one RMM platform and one PSA platform; comfortable with ticket discipline, time entry, and documentation.
  
• Experience monitoring and responding to: backup job status, EDR / security alerts, and network-event notifications.
  

Preferred Certifications

One or more of the following is preferred but not required:

• CompTIA Network+
  
• CompTIA Security+
  
• Cisco CCNA
  
• Microsoft MCSE or current equivalent (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate)
  

Soft Skills & Working Style

• Excellent phone etiquette and written communication — this is a client-facing seat.
  
• Strong ticket discipline; updates tickets in real time and closes loops with end users.
  
• Calm under pressure during outages and security events.
  

Location: South Nashville / Franklin / Spring Hill