Full-Time

Salary Range: $60,000 – $65,000

Experience Required: Managed Services Provider (MSP) background

Work Schedule:

• Onsite: 5 days per week for the first 90 days
• Hybrid: 1 day work-from-home after the initial 90 days

Role Summary

We’re looking for an experienced Tier 2 IT Support Engineer with a strong MSP background to support a wide range of client environments. In this role, you’ll handle escalated support issues across desktops, servers, networking, and business-critical applications while collaborating closely with teammates to meet SLAs and keep clients running smoothly.

This is a great opportunity for someone with a solid Tier 2 foundation who enjoys problem-solving, thrives in fast-paced environments, and takes pride in delivering high-quality client support.

What You’ll Be Doing

Technical Support & Escalation

• Act as a Tier 2 escalation point for both routine and complex IT issues
• Troubleshoot and resolve issues related to:
• Desktops and operating systems
• Microsoft 365 and cloud services
• Servers, virtualization, and domain services
• Networking and connectivity
• Provide advanced support for:
• Active Directory, AD Sync, permissions, and Group Policy
• RDS / Terminal Services and MFA

Networking & Connectivity

• Troubleshoot firewalls, VPNs, VLANs, DNS, DHCP, and wireless infrastructure
• Support TCP/IP networking and routing fundamentals

Specialized Systems Support

• Support vendor-specific and third-party applications
• Provide assistance with dental and medical IT systems, including imaging software, X-ray sensors, and related hardware (experience highly desirable)

Service Delivery & Client Experience

• Own tickets from intake through resolution
• Ensure SLA compliance and high levels of customer satisfaction
• Perform root cause analysis to prevent recurring issues
• Escalate unresolved issues appropriately
• Document solutions and contribute to shared knowledge bases

Experience & Education

• 5+ years of overall IT support experience
• 3+ years in a Tier 2 (or higher) support role
• MSP experience strongly preferred
• Associate’s degree or higher in IT, Computer Science, Systems Engineering, or equivalent experience
• Industry certifications (Microsoft, Cisco, CompTIA, etc.) are a plus

Technical Skills

• Strong proficiency in: Windows OS support, Microsoft 365 administration, Active Directory & permissions management, RMM tools and PSA / ticketing systems
• Solid understanding of: TCP/IP, DNS, DHCP, VPNs, VLANs, Firewalls, routing protocols, and wireless networking
• Hands-on experience with: Virtualization environments, Terminal servers and remote application delivery

Support & Problem-Solving Skills

• Strong troubleshooting skills across software and hardware
• Excellent communication and documentation abilities
• Ability to multitask, prioritize, and manage workload in a fast-paced MSP environment
• Client-focused mindset with attention to detail

Why This Role Is a Great Fit

• Exposure to diverse client environments and technologies
• Clear Tier 2 ownership with room to grow
• Fast-paced, team-oriented MSP environment
• Opportunity to deepen skills across networking, cloud, servers, and specialized applications