Position Description:

Ballast Services, an award-winning cybersecurity managed service provider (MSSP) in the Tampa/St. Petersburg metropolitan area, is expanding our team. We are seeking a skilled Tier 2 Infrastructure Support Engineer based in our local area to join our growing organization.

As a Tier 2 Engineer, you will deliver support services to our diverse client base, providing hands-on technical expertise across hybrid and cloud environments. Our engineers work directly with clients to implement solutions and resolve complex technical challenges across multiple industries and technology platforms.

At Ballast, we leverage industry expertise, cutting-edge software, and refined processes to proactively secure and manage our clients' technology infrastructure. In this role, you will manage server systems, network infrastructure, and end-user computing devices while providing operating system and application support to meet our clients' evolving needs.

This position is ideal for tech professionals who thrive in dynamic environments and are driven by a passion for exceptional client service. As cybersecurity threats and technologies rapidly evolve, our engineers embrace continuous learning and creative problem-solving. You'll have the opportunity to expand your expertise across emerging technologies while tackling complex challenges in the ever-changing landscape of cybersecurity.

Core Responsibilities:

• Utilize advanced cybersecurity tools and methodologies to protect client environments
• Diagnose and resolve complex network issues across WAN, LAN, and Wi-Fi infrastructure
• Manage and troubleshoot Windows and Linux servers in cloud and hybrid architectures
• Ensure data protection through comprehensive backup monitoring and management
• Perform configuration management for network, servers and workstations
• Implement system changes through established change control procedures
• Execute systematic patch management across all managed devices
• Provide Tier 2 support for technical operations center escalations
• Monitor and mitigate threats using advanced EDR platforms
• Partner with SOC team on incident response, log analysis, and active defense
• Drive vulnerability management through automated scripting and manual remediation
• Coordinate with vendors, carriers, and service providers on security-related challenges
• Foster strong relationships with client technical teams and business stakeholders
• Maintain detailed documentation in ITSM and related platforms
• Support continuous improvement of security processes and procedures

Required Technical Expertise:

Network & Infrastructure

• Proven experience monitoring and troubleshooting enterprise-scale networks
• Advanced knowledge of network devices including firewalls, routers, switches, load balancers, and wireless systems
• Strong troubleshooting experience across all IT infrastructure
• Expertise in cloud infrastructure management across AWS and Azure platforms
• Strong Windows Server administration skills, including deployment and troubleshooting
• Linux server management experience, particularly with Red Hat, Ubuntu, Debian, and SUSE
• Demonstrated proficiency in data protection strategies and backup system administration
• Experience with Microsoft 365 and with experience in Google Workspace administration
• Workstation and laptop imaging, administration, security and maintenance

Security Technologies

• Hands-on experience with EDR platforms, particularly SentinelOne, MSFT Defender and CrowdStrike
• Proficiency with email security solutions (Proofpoint, Mimecast, or Barracuda)
• SIEM platform experience for incident response, including Devo or equivalent systems
• Basic firewall administration experience

Operational Tools & Processes

• Extensive knowledge of IT operations tools for network, system, and application monitoring
• Experience with N-able monitoring and management platforms preferred
• Working knowledge of scripting and automation for operational efficiency

Professional Experience & Education

• Minimum 5 years' experience working in MSP, MSSP, ISP, or TSP or mid to large sized enterprise environment
• Education in computer science or related field preferred
• Industry certifications in networking, Microsoft, AWS and Google technologies
• Working knowledge of ITIL framework and IT best practices

Professional Attributes

• Demonstrated excellence in written and verbal communication
• Strong track record of building positive client relationships
• Proven ability to balance technical requirements with business objectives
• History of successful knowledge sharing and team collaboration
• Exceptional time management and organizational skills

Core Values & Approach

• Commitment to outstanding customer service
• Solutions-oriented mindset with focus on client success
• Adaptable approach to meeting diverse client needs
• Self-motivated with drive for continuous learning
• Professional demeanor with positive, engaging personality