Hybrid Tier 2 Technical Support Engineer

Overview

We are looking for an experienced Tier 2 Technical Support Engineer to join our Managed Services team. This role is ideal for someone who has real MSP helpdesk experience, understands the pace of supporting multiple clients, and takes ownership of tickets from troubleshooting through resolution.

Prior experience working on an internal MSP service desk supporting multiple unrelated client environments is required. Experience as outsourced support dedicated to one large client does not meet this requirement.

Position Summary

The Tier 2 Technical Support Engineer is responsible for handling escalated support requests, troubleshooting complex technical issues, supporting Windows and macOS environments, maintaining strong client communication, and documenting work clearly in our PSA.

This role requires strong technical troubleshooting skills, excellent customer service, and the ability to manage multiple tickets while maintaining accurate notes, time entries, and follow-up.

RESPONSIBILITIES

• Provide Tier 2 support for client users, systems, applications, networks, and cloud services.
• Troubleshoot and Administer Microsoft 365, Entra ID, and Google Workspace issues.
• Support user onboarding, offboarding of users and devices from end to end.
• Support macOS devices, ABM-related workflows, and Apple MDM-managed devices.
• Troubleshoot and Support Desktop/Laptop/Network/Mobile Device/Peripheral & Applications
• Perform network troubleshooting involving DNS, DHCP, VPN, Wi-Fi, LAN/WAN connectivity, and firewall basics.
• Use RMM tools to perform remote support, monitoring, patching, scripting, and endpoint management tasks.
• Maintain accurate ticket notes, time entries, statuses, priorities, and client communication in Autotask.
• Create and improve internal documentation, client-facing notes, SOPs, and knowledge base articles.
• Identify recurring issues and recommend process, documentation, or automation improvements.
• Go onsite to various clients in the NYC/ NJ Area to provide onsite support when the need arises

CANDIDATE

IT problem solver with 3+ years professional experience

REQUIRED TECHNICAL SKILLS

• Microsoft 365/ Azure/ MS Entra/ Exchange Online / Google Workspace administration basics
• Highly proficient and experience in Windows 10/11 & Mac OSX support and troubleshooting
• Desktop/Laptop hardware and peripheral troubleshooting
• IP/ LAN/WAN/ DNS experience & troubleshooting
• MS Office/Office 365 /Google Workspace support and troubleshooting
• MS Active Directory/Domain basics/ Server environment basics
• Mobile iOS & Android device support and troubleshooting
• Network+ Certified
• Security+ Certified
• A+ Certified

REQUIRED PROFESSIONAL SKILLS

• Superior verbal and written communication skills
• Top-class customer service skills
• Excellent documentation, reporting, and planning skills
• Conscientious, detail-oriented, thorough, and consistent
• Professional demeanor and appearance; punctual, team player
• Outstanding people skills
• Ambition and passion for learning and teaching

PREFERRED EXPERIENCE WITH

• Autotask
• DattoRMM
• SonicWall
• Intune

Preferred Certifications

• Microsoft 365
• Microsoft Azure / Entra
• Apple or macOS support
• DattoRMM
• SonicWall

Education

• High school or equivalent (Preferred)

Experience

• MSP help desk : 2 years (Required)
• 365 Administrator: 3 years (Required)
• Professional IT Support: 3 years (Required)