Tier 2 Support Engineer

About Us:

Echopath is an Indianapolis, IN-based IT Managed Services provider. We deliver IT projects, systems administration, help desk, and strategic planning services to clients across the United States. Our team takes pride in ensuring clients get the best solutions for their businesses. By combining a deep understanding of technology and their organization, we become our clients’ trusted partners in IT.

At Echopath, we don't just talk about our four core values–we live them every day:

• Be Compassionate
  
• Exhibit no drama
  
• Own it!
  
• Achieve Lifelong Learning

If you're looking to join a team that values people as much as performance, Echopath might be your next home.

Job Summary:

We're seeking a client-facing IT Support Engineer to join our Tier 2 team, delivering hands-on desktop and system deployment services while providing dedicated technical support to our valued clients. As a Tier 2 Support Engineer, you'll be the escalation point for our Tier 1 team and a trusted technical advisor to our clients.

Qualified candidates will have a passion for exceeding expectations, strong communication skills, and a consistent professional manner and experience providing front-line assistance to clients both remotely and in person. You'll troubleshoot advanced issues, deploy solutions, and collaborate with other engineers to ensure seamless service delivery.

Requirements:

• 3-5 years of experience in IT support, preferably in an MSP environment
  
• Strong knowledge of Windows Server, Active Directory, and Office 365
• Familiarity with cloud platforms (Azure, AWS)
• Experience with RMM tools and ticketing systems (e.g., ConnectWise, Datto)
• Excellent communication and customer service skills
  
• Ability to confidently use tools like ping, tracert, nslookup, and netstat
• Competent knowledge of local and wide area networks, switches, routers, and network topologies
• Experience with common VPN types and configurations
• Understanding of the OSI model, IP addressing, subnetting, and routing concepts
  
• Collaboration skills
• Critical thinking/root cause analysis
• Accountability
• Adaptability
• Attention to detail
• Degree in IT or related skills and/or comparable work experience
• Relevant certifications (CompTIA Network+, Microsoft, Cisco) are a plus

Responsibilities:

• Serve as an escalation point for Tier 1 engineers
• Respond to and resolve escalated tickets from Tier 1 support
• Provide remote and onsite support to customers, ensuring minimal downtime and disruption
• Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while providing our customers with a friendly and helpful experience
• Participate in recurring operational tasks such as patch management, antivirus/EDR monitoring, and backup validation
• Troubleshoot and resolve issues with Windows workstations, servers, Office 365/Microsoft 365, Active Directory, Exchange, VPNs, backups, firewalls, and endpoint security solutions
  
• Document solutions and contribute to process improvement by sharing knowledge with peers
• Assist with onboarding new clients and deploying infrastructure
• Escalate issues not resolvable via knowledge base to Tier 3, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom)
• Maintain a strong customer service focus by communicating clearly, setting expectations, and providing timely updates
• Participate in on-call rotation and occasional after-hours support

What We Offer:

At Echopath, we believe that great work starts with a great environment. We're proud to offer a competitive benefits package and a culture that supports your growth–both professionally and personally.

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Hybrid work
• Generous PTO and paid holidays
• Flexible Spending Account (FSA)
• 100% employer-paid basic term life & AD&D insurance
• Ongoing training and certification support
• A collaborative, tech-forward culture
• Flexibility and support to help you thrive–personally and professionally