Helpdesk Engineer (Tier 2 / Escalations) — Hybrid

Join Xpert Technologies to resolve complex issues, mentor Tier 1, and own customer satisfaction from first response to resolution.

Full-time · W2 Hybrid (2 days in-office) Mon–Fri · ~8:30am–5:00pm ET $65,000–$95,000 DOE

Location: Hybrid; local client visits as needed

Schedule: 40–50 hrs/week; occasional after-hours maintenance

On-call: Rotation (on-call week is fully remote)

Benefits: Medical, Dental, Vision, 401(k) w/ match, Life, Cell phone allowance, Mileage or company vehicle

What you’ll do

Triage and resolve escalated tickets (post–Tier 1); guide customers step-by-step through solutions.
Document fixes, update ticket status, and communicate progress proactively.
Partner with the Help Desk Service Manager; mentor Tier 1 to raise the bar.
Recommend improvements to client environments and internal processes.
Perform occasional after-hours maintenance/migrations; participate in on-call rotation.

Microsoft 365 (Exchange Online, SharePoint, Teams); Windows desktop/server; Active Directory/Azure AD
Endpoint security (AV/EDR/patching), core networking (firewalls, VPNs, switches, Wi-Fi)
RMM + ticketing/documentation (e.g., ConnectWise/Autotask); basic VoIP and mobile (iOS/Android)
General end-user support: printers, peripherals, common SaaS apps

~5+ years as an advanced Helpdesk/Support Technician (MSP experience a plus).
Excellent troubleshooting and customer communication skills.
Strong grasp of Windows infrastructure; Microsoft Office Suite.
Bonus: SharePoint, Azure, Windows Server; Mac/iOS/Android; networks/firewalls/servers; phone systems; AV/printers/VPNs; CompTIA A+/Net+.
Traits: ownership, calm under pressure, curiosity, attention to detail, team-first mindset, continuous learning.

Pay: $65,000–$95,000 depending on experience and skills.
Employment: Direct hire (W2), full-time with full benefits.
Work style: Hybrid (2 days in office / 3 days remote); local client visits as needed.

Xpert Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.