predictiveIT
MSP Premium Support Engineer Tier 2/3 - Reactive/Escalated Support
predictiveIT, Tampa, Florida, us, 33646
MSP Premium Support Engineer Tier 2/3 - Reactive/Escalated Support
Join predictiveIT as a remote client Tier 2-3 Service Desk Engineer based in the Tampa Bay area. This role focuses on reactive and escalated support for managed service provider clients.
Job Description predictiveIT is seeking an experienced, self‑motivated, dedicated IT professional to join our team as a Tier 2-3 Service Desk Engineer. The role is remote but in the Tampa Bay area.
Who you are
Energetic, flexible, driven individual with a thirst for knowledge.
Enthusiastic about learning new technologies and a love for IT support.
A results‑oriented Rockstar committed to personal and professional growth.
Excellent at customer service and communication skills and able to talk tech with clients at all levels.
Able to work independently and self‑motivated in a professional but fun environment.
Love interacting with end‑users remotely helping people solve technical problems.
A professional who focuses first on solving problems rather than placing blame.
Will do whatever it takes to make clients happy and resolve issues quickly.
Here’s what you’ll be doing
The primary role of this job will be taking incoming calls and monitoring support emails for client support request tickets.
Issues will include but are not limited to:
Server and workstation troubleshooting / configuration issues
Server and workstation administration
Network device troubleshooting
LOB troubleshooting and administration
M365 administration
SOC Tools administration
You’ll record, track, and escape cases through our ticketing system as well as help keep our documentation top‑n‑t and up to date.
Provide remote reactive support & remediation services using our PSA and RMM.
Provide a best‑in‑class customer experience by providing fast response to requests, friendly interactions, frequent communication, follow up and follow through.
Be part of a team of friendly and knowledgeable people working directly with our clients, both remotely and onsite.
Requirements
10+ years of MSP experience
Extensive knowledge of the following:
Windows 10 / 11, OS X desktop operating systems
Windows Server 2016 / 2019 / 2022 – Server administration
Meraki / Sophos / Unifi networking administration / portals
VMWare / MS Hyper‑V
Microsoft 365 Administration
Ability to multi‑task
Excellent time management skills
Impressive verbal, written, and communications skillsReliable transportation
A+ Certification and/or Network+ Certification is preferred
Familiarity with Autotask Ticketing System and Datto RMM is preferred, but not required
Mac experience (and an interest in learning even more!) is a huge plus
Must live in the Tampa Bay area
Benefits
Company covers up to $500 of medical/dental/vision benefits costs
Paid holidays and vacation time
Fun and energetic company culture
Continuing education and certification assistance
401(k) with 4% company match
An excellent entry level technical position with a growing IT company with tons of potential for advancement
Hybrid work environment: work from home on Mondays and Fridays after completion of your 90 day probation.
Company Description predictiveIT is a leading Managed IT & CyberSecurity Services Provider based in Tampa, FL. We have been servicing businesses locally, nationally and internationally since 2004. Our team values great culture and great clients. predictiveIT provides excellent benefits including covering a large portion of the cost of our employees’ health insurance and a generous 401(k) match. We are looking for driven individuals who love working with a team, are passionate about customer service, value teamwork over individual achievement and constantly want to improve.
#J-18808-Ljbffr
Job Description predictiveIT is seeking an experienced, self‑motivated, dedicated IT professional to join our team as a Tier 2-3 Service Desk Engineer. The role is remote but in the Tampa Bay area.
Who you are
Energetic, flexible, driven individual with a thirst for knowledge.
Enthusiastic about learning new technologies and a love for IT support.
A results‑oriented Rockstar committed to personal and professional growth.
Excellent at customer service and communication skills and able to talk tech with clients at all levels.
Able to work independently and self‑motivated in a professional but fun environment.
Love interacting with end‑users remotely helping people solve technical problems.
A professional who focuses first on solving problems rather than placing blame.
Will do whatever it takes to make clients happy and resolve issues quickly.
Here’s what you’ll be doing
The primary role of this job will be taking incoming calls and monitoring support emails for client support request tickets.
Issues will include but are not limited to:
Server and workstation troubleshooting / configuration issues
Server and workstation administration
Network device troubleshooting
LOB troubleshooting and administration
M365 administration
SOC Tools administration
You’ll record, track, and escape cases through our ticketing system as well as help keep our documentation top‑n‑t and up to date.
Provide remote reactive support & remediation services using our PSA and RMM.
Provide a best‑in‑class customer experience by providing fast response to requests, friendly interactions, frequent communication, follow up and follow through.
Be part of a team of friendly and knowledgeable people working directly with our clients, both remotely and onsite.
Requirements
10+ years of MSP experience
Extensive knowledge of the following:
Windows 10 / 11, OS X desktop operating systems
Windows Server 2016 / 2019 / 2022 – Server administration
Meraki / Sophos / Unifi networking administration / portals
VMWare / MS Hyper‑V
Microsoft 365 Administration
Ability to multi‑task
Excellent time management skills
Impressive verbal, written, and communications skillsReliable transportation
A+ Certification and/or Network+ Certification is preferred
Familiarity with Autotask Ticketing System and Datto RMM is preferred, but not required
Mac experience (and an interest in learning even more!) is a huge plus
Must live in the Tampa Bay area
Benefits
Company covers up to $500 of medical/dental/vision benefits costs
Paid holidays and vacation time
Fun and energetic company culture
Continuing education and certification assistance
401(k) with 4% company match
An excellent entry level technical position with a growing IT company with tons of potential for advancement
Hybrid work environment: work from home on Mondays and Fridays after completion of your 90 day probation.
Company Description predictiveIT is a leading Managed IT & CyberSecurity Services Provider based in Tampa, FL. We have been servicing businesses locally, nationally and internationally since 2004. Our team values great culture and great clients. predictiveIT provides excellent benefits including covering a large portion of the cost of our employees’ health insurance and a generous 401(k) match. We are looking for driven individuals who love working with a team, are passionate about customer service, value teamwork over individual achievement and constantly want to improve.
#J-18808-Ljbffr