Company Description:
At IT For Education, we are a rapidly growing team of educational technology experts passionate about K-12 education, serving schools in South Florida since 2002. Our mission is to empower educators and students through technology. Together, we strive to deliver exceptional service to our clients. We are continuously evolving and staying teachable, acting with integrity and selfless service, and always putting our clients first. We seek professionals who fit our culture and are committed to bringing their best every day, working to improve K-12 education through technology. If you are excited about joining our team and making a difference, we look forward to receiving your application.
Job Description:
The Network/Systems Engineer is responsible for providing second-level technical support for escalated tickets from the Service Desk. This role focuses on performing deeper troubleshooting, validating issues, and resolving technical problems within scope before determining if further escalation is required.
The position works directly with clients both remotely and onsite, ensuring a high level of service delivery while improving ticket quality and resolution efficiency. This role serves as a critical escalation point between the Service Desk and higher-level technical resources, helping reduce unnecessary escalations and improving overall service performance.
Key Results:
- Resolve a defined percentage of escalated tickets without further escalation
- Resolve complex technical issues efficiently and accurately
- Maintain stable, secure, and optimized client infrastructure
- Reduce recurring incidents through root cause remediation
- Improve service quality by strengthening systems and documentation
- Support Service Desk efficiency by reducing escalations over time
Core Responsibilities
1. Escalation Handling & Resolution
- Receive and manage escalated tickets from Service Desk Level 1 technicians
- Perform advanced troubleshooting across endpoints, systems and basic network issues
- Resolve technical issues within defined scope and escalate when necessary
- Own assigned tickets and handle escalated tickets from Level 1 technicians
- Troubleshoot and resolve complex issues across:
- Servers (Windows Server, AD, DNS, DHCP)
- Networking (firewalls, switches, VLANs, VPNs)
- Cloud platforms (Microsoft 365, Azure)
- Security tools (EDR, SOC integrations)
2. Systems & Network Administration
- Maintain and administer client infrastructure environments
- Perform system updates, patching, and configuration management
- Monitor system performance and proactively resolve issues
- Maintain network functionality, performance, and security
3. Root Cause & Problem Management
- Identify recurring issues and underlying causes
- Implement permanent fixes to reduce ticket volume
- Work with Team Lead and Ops Manager on long-term improvements
4. Documentation & Knowledge Management
- Create and maintain:
- Documentation
- SOPs and KB articles
- Network diagrams and configurations
- Ensure all escalated ticket work is clearly documented
5. Service Desk Support & Mentorship
- Provide technical guidance to Level 1 technicians
- Assist with troubleshooting before escalation when needed
- Support onboarding and technical training
- Provide on-site support at client locations as required
6. Tool & Environment Optimization
- Utilize and maintain tools including:
- ConnectWise Manage (PSA)
- Kaseya VSA / monitoring stack
- Security platforms (Datto EDR, RocketCyber, etc.)
- Improve alerting, automation, and system reliability
7. Work Environment & Travel Requirements
- This role requires a combination of on-site client support and in-office work at company headquarters
- Regular travel to client locations is required to perform technical support, maintenance, and project-related tasks
- Work may be performed in school environments, server/network closets, and administrative offices
- The position requires flexibility to transition between remote support, in-office responsibilities, and field work as needed to support service delivery
8. Physical Requirements
- Ability to lift and carry IT equipment (e.g., computers, monitors, and networking hardware) up to 35–50 pounds
- Ability to work in various environments, including offices, classrooms, and confined spaces such as server or network closets
- Ability to bend, kneel, crouch, and climb ladders while installing or troubleshooting equipment
- Ability to stand, walk, and move between locations for extended periods when providing on-site support
- Ability to use hands and fingers to install, configure, and repair technical equipment, and visually assess devices and system components
Qualifications
Required
- 3–5 years of MSP or IT infrastructure experience
- Strong knowledge of:
- Windows Server / Active Directory
- Networking (TCP/IP, VLANs, firewalls, VPNs)
- Microsoft 365 / Azure
- Experience with PSA/RMM tools (ConnectWise, Kaseya)
- Strong troubleshooting and analytical skills
Preferred
- Certifications:
- Microsoft (MS-900, AZ-104, etc.)
- CompTIA Network+ / Security+
- CCNA or equivalent
- Experience in K–12 environments
Key Performance Indicators (KPIs):
Each KPI below is assigned a specific weight. All KPIs combined total 100%, representing the full $4,000 annual incentive opportunity.
Quarterly Performance Incentive Opportunity
This role includes the opportunity to earn a quarterly performance incentive of up to $1,000, based on the following Key Performance Indicators (KPIs):
Time Entry Compliance — 15%
- Performance Standard: 95% or higher of all tickets include fully compliant same-day time entries.
- Minimum Payout Requirement: 85% same-day compliance.
Ticket Documentation Quality — 20%
- Performance Standard: 90% or higher of audited tickets meet documentation standards.
- Minimum Payout Requirement: 80% documentation compliance.
Escalation Quality to Higher Tiers — 25%
- Performance Standard: 90% or higher of escalations meet documentation and troubleshooting standards.
- Minimum Payout Requirement: 75% meet documentation and troubleshooting standards.
Troubleshooting Effectiveness — 15%
- Performance Standard: 75% or higher of tickets include validated troubleshooting.
- Minimum Payout Requirement: 60% include validated troubleshooting.
First Fix Rate for Escalations — 25%
- Performance Standard: 80% or higher of escalated tickets are resolved without further escalation.
- Minimum Payout Requirement: 65% resolved without further escalation.
Total Quarterly Incentive Opportunity: $1,000
Quarterly Measurement & Payout Structure:
- The $4,000 annual incentive is divided evenly across four quarters ($1,000 per quarter).
- KPI performance is evaluated quarterly, based on the weighted results above.
- Each quarter, the employee earns the percentage of the $1,000 quarterly incentive equal to the percentage of total weighted KPIs achieved.
Quarterly Incentive Payout Timing:
Incentive performance is measured quarterly. Payouts are calculated following quarter‑end close and are issued by the end of the subsequent quarter. This timing allows for data validation, financial close, and leadership review. For example, Q1 incentive payouts are paid by the end of Q2.
Annual Incentive Cap & Governance
- The maximum incentive payout is $4,000 per year.
- Achieving 100% of all weighted KPIs across the year results in the full incentive payout.
- Overachievement does not increase the incentive beyond the annual cap.
- KPI definitions, calculation methods, and performance results are subject to leadership review to ensure consistency, fairness, and alignment with business objectives.
Benefits:
- Health, vision, and dental benefits.
- PTO and paid company holidays.
- Winter Break-(1 full week)
- Generous bonus levels.
- Comprehensive on-the-job training and support.
- Enjoyable working environment and culture.
- Excellent opportunity for career advancement.
Pay: $67,500.00 - $72,500.00 per year
Work Location: In person
