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Tier 2 Escalation Technician Simpatico Systems, LLC - 2.9 The Colony, TX Job Details Full-time $65,000 - $85,000 a year 1 hour ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Opportunities for advancement Qualifications Customer communication Customer relationship building IT user and group management GPO Microsoft Exchange Public Cloud Windows Managing clients in a customer support role Driver's License Email configuration (technical support) Cloud service support Desktop (troubleshooting support) Customer relationship management Azure AD Server virtualization VPN management Full Job Description Simpatico Systems is a team of engineers who align our goals with our customers' organizational objectives, delivering IT, cybersecurity, cloud, networking, and low-voltage solutions. We design systems that are simple, effective, affordable, and results-driven. We take the time to understand each client's business needs and provide customized technology solutions that drive success.

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We enjoy solving complex technology challenges and building lasting relationships with our customers. Simpatico Systems was formed in 2013 through the merger of Ironfish Technologies and Business Audio Environments (BAE). With more than 40 years of combined experience delivering exceptional service, our team is dedicated to innovation, growth, and customer success. As we continue expanding into new markets, we are seeking talented professionals who are passionate about technology and thrive in a fast-paced MSP environment. Our Opportunity The Tier 2 Escalation Technician serves as a senior technical resource within the Operations Team, handling advanced support issues escalated from the helpdesk. This role requires a highly experienced IT professional with strong networking expertise, extensive troubleshooting capabilities, and previous Managed Service Provider (MSP) experience. You will work directly with clients, vendors, and internal engineering teams to diagnose and resolve complex infrastructure, server, cloud, security, and networking issues while helping drive continuous improvement across the service desk. What You'll Do Act as the primary escalation point for the helpdesk Troubleshoot and resolve advanced networking, server, workstation, and cloud-related issues Manage incidents from escalation through resolution while maintaining exceptional customer communication Support Microsoft 365, Azure, Windows Server, Active Directory, and virtualization platforms Diagnose and resolve VPN, firewall, switching, routing, DNS, DHCP, and wireless networking issues Perform root cause analysis and identify recurring issues to improve service delivery Assist with infrastructure projects, migrations, and upgrades Provide onsite and remote support for SMB and enterprise clients Create and maintain technical documentation, SOPs, and knowledge base articles Mentor and train helpdesk technicians on troubleshooting methodology and best practices Collaborate with engineers and project teams on complex technical issues Participate in on-call rotation as required Required Qualifications 5+ years of IT support experience 3+ years working in a Managed Service Provider (MSP) environment Strong understanding of networking fundamentals, including: TCP/IP VLANs Routing and Switching Wireless Networking

DNS DHCP VPN

Technologies Firewall Management Advanced troubleshooting skills across Windows environments Experience supporting Microsoft 365 and Exchange Online Strong knowledge of Active Directory, Group Policy, and Azure AD/Entra ID Experience with virtualization technologies such as VMware and Hyper-V Ability to troubleshoot complex technical issues independently Exceptional verbal and written communication skills Proven ability to manage multiple priorities in a fast-paced environment Strong customer service and client relationship skills Valid driver's license and reliable transportation Preferred Qualifications Microsoft Certifications (MS-102, AZ-104, AZ-700, AZ-802, MD-102, etc.) CompTIA Network+, Security+, or equivalent certifications Unifi,Fortinet, Cisco, or Meraki experience ConnectWise Manage and Automate experience Experience supporting enterprise networking environments ITIL Foundations certification Cybersecurity experience and knowledge of security best practices Experience with backup and disaster recovery solutions What You'll Get Competitive salary based on experience Performance-based bonus opportunities Comprehensive medical, dental, and vision benefits Paid time off and holidays Company-sponsored training and certification reimbursement Career advancement opportunities Collaborative and team-oriented culture Opportunity to work with cutting-edge technologies and a diverse client base Job Type Full-Time Schedule Monday through Friday On-call rotation required Occasional after-hours maintenance support Salary Range $65,000 - $85,000+ DOE Why Join Simpatico Systems? We're looking for a seasoned technical professional who enjoys solving difficult problems, mentoring others, and delivering exceptional service. If you thrive in an MSP environment, enjoy networking and infrastructure technologies, and want a clear path toward engineering or leadership roles, we'd love to talk with you.