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Zazz Logo Zazz · IT - Administration

L2 - Msp Support Engineer

United States, Nashville · Job Posted May 16, 2026
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Job Description

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.

Job Responsibility

  • Service-delivery seat, not a project or implementation role
  • Spend the majority of the day on the phone and in tickets with end users, working through Tier 2 issues
  • Escalating cleanly to senior engineers when warranted
  • Keeping RMM and PSA hygiene in good order

Requirements

  • 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

Nice to have

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