Role OverviewThe Tier 2 Managed Services Engineer is responsible for handling escalated technical issues, advanced troubleshooting, and day-to-day support for our managed services customers. You will work closely with Tier 1 technicians, senior engineers, and account teams to ensure our clients’ systems are stable, secure, and optimized.
What You Will Do
Provide Tier 2 support via phone, ticketing system, email, and remote tools. Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
Why It Might Be a Fit
Ideal for someone who is highly technical, customer-focused, and comfortable working across multiple environments and technologies in a fast-paced MSP setting.
Requirements
- 3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent)
- Strong experience with Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+)
- Active Directory, DNS, DHCP, Group Policy
- Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings)
- Remote support tools and RMM/monitoring platforms
- Solid understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts
- Experience troubleshooting common business applications, printers, and peripherals
- Excellent customer service, communication, and documentation skills
- Ability to prioritize and manage multiple tickets and tasks in a high-volume environment
Benefits
- Paid time off including paid holidays and floating holidays
- Bonus potential based on individual and company performance
- Highly competitive and flexible medical, dental, and vision benefits plans
- 401(k) with employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
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