Who We Are

Founded in 2002, SPN Networks has grown steadily by nurturing strong, long-term client relationships. We operate with an open-door policy, value collaboration, and maintain a supportive team culture where everyone can contribute and grow. We invest in our people, celebrate wins together, and provide an environment where motivated engineers can continue developing their skills.

We are actively evolving into an AI-first MSP - leveraging automation, intelligent tooling, and modern workflows to improve the way we deliver services and support our clients. If you’re excited about using technology to solve problems, improve processes, and support clients well, you’ll fit right in here.

The Role

As our Senior Service Desk Escalations Engineer, you’ll serve as an escalation resource for the service desk team, helping resolve issues that require more experience than Tier 1 or Tier 2 support. This role is primarily focused on service desk escalations, client support, troubleshooting, ticket ownership, and documentation, with additional support provided to the project team as needed.

This is a hands-on technical role for someone who enjoys solving problems, supporting multiple client environments, and helping the team deliver consistent, high-quality service. Prior experience working in an MSP setting is required.

What You'll Do

Service Desk & Escalations

This is the core of the role. You’ll be an active member of the service desk team and will help resolve escalated client issues, including:

Serve as the Tier 3 escalation point for complex incidents across servers, networking, cloud, and security
Troubleshoot and resolve high-impact issues across multi-client environments: outages, performance degradation, and security incidents
Mentor and coach junior engineers — review escalated tickets, share knowledge, and help raise the technical bar across the team
Travel to client sites across the local area for on-site support and project delivery
Document troubleshooting steps, resolutions, client environment details, and recurring issues clearly and consistently
Maintain and update IT Glue documentation, runbooks, SOPs, and client environment notes
Track time accurately and maintain clean ticket notes in the PSA

Project Team Support

This role will assist the Project Team as needed, but it is not designed to serve as the primary project engineering position. Project-related support may include:

Assisting with project tasks such as workstation/server setup, Microsoft 365 changes, user migrations, network changes, and client deployments
Supporting Azure, Microsoft 365, Windows Server, firewall, backup, and endpoint-related project work under the direction of the project team
Helping validate project work, perform follow-up troubleshooting, and ensure client environments are properly documented
Providing feedback from recurring service desk issues that may help improve project planning or client standards

What You'll Bring

Required:

5+ years of technical support experience in a managed service provider (MSP) environment
CompTIA Network+ and Security+ Certifications
AZ-104 Microsoft Certification
Comfortable supporting multiple client environments simultaneously
Strong Microsoft support experience, including Windows Server, Active Directory, Group Policy, Exchange, and Microsoft 365 administration
Working Azure administration and troubleshooting experience
Solid networking fundamentals, including VLANs, VPNs, routing, switching, wireless, and firewall troubleshooting
Experience with firewall platforms such as SonicWall, Fortinet, Cisco, or similar
Experience with RMM tools such as Datto RMM, Addigy, or similar
Experience with PSA/ticketing systems such as Autotask, including accurate time tracking and documentation
Experience supporting backup and disaster recovery tools such as Datto, Veeam, CloudAlly, or similar

Preferred:

Virtualization experience with Hyper-V and/or VMware
Basic PowerShell scripting for administration or automation
Experience with endpoint security, EDR/antivirus, zero-trust, or related cybersecurity tools
Experience assisting with Microsoft 365 migrations, server refreshes, network upgrades, or other infrastructure projects

Working Conditions

On-site role at our Santa Fe Springs office
Travel to client sites in surrounding areas for on-site support may be required
Occasional after-hours or on-call support may be required for critical issues
Valid driver’s license and reliable transportation required

Benefits & Perks

401(k) with company match
Comprehensive health ebenfits
Generous holiday and PTO plan
Professional development and certification support
Mileage reimbursement for client visits
Company equipment provided

Ready to Grow Your Career?

If you’re looking for a place where you can build your skills, do meaningful work, and be part of a fun and supportive team, we’d love to talk. Apply today and take the next step in your IT career.

Note: Full-time position based in Santa Fe Springs and surrounding service areas. Background check and 90-day probationary period required.