Level 2 / Level 3 Engineer

The Level 2 / Level 3 Help Desk Technician provides advanced technical support to end-users across multiple client environments. This role escalates issues from Level 1, resolves complex technical problems, assists with projects, and plays a key role in maintaining client satisfaction and operational efficiency., Technical Support

• Provide Level 2 and Level 3 support for desktops, laptops, servers, cloud services, and network infrastructure

• Troubleshoot and resolve complex hardware, software, and connectivity issues

• Serve as an escalation point for Level 1 technicians

• Support Windows and macOS environments, including user and device management

• Manage and resolve tickets within defined SLAs using an ITSM/ticketing system

Systems & Infrastructure

• Administer Microsoft 365 (Exchange, Entra ID/Azure AD, SharePoint, Teams, Intune)

• Support on-prem and cloud-based servers (Windows Server, basic Linux a plus)

• Configure and troubleshoot networking components (firewalls, switches, VPNs, Wi-Fi)

• Assist with backup, disaster recovery, and security solutions

• Monitor and remediate alerts from RMM and security tools

Client & MSP Operations

• Communicate clearly with clients regarding issues, resolutions, and best practices

• Document solutions, procedures, and client environments accurately

• Participate in onboarding new clients and supporting offboarding transitions

• Assist with IT projects such as migrations, deployments, and hardware refreshes

• Recommend improvements to systems, processes, and security posture

Security & Best Practices

• Apply cybersecurity best practices in daily support activities

• Assist with endpoint security, MFA, vulnerability remediation, and compliance efforts

• Escalate security incidents per established procedures

• 3-6+ years of IT support experience (MSP experience strongly preferred)

• Strong troubleshooting skills across hardware, software, and networking

• Proficiency with Microsoft Windows, Microsoft 365, and Active Directory

• Experience supporting multiple clients or environments simultaneously

• Understanding of TCP/IP, DNS, DHCP, VPNs, and firewall concepts

• Excellent communication and customer service skills

• Ability to work independently and manage priorities in a fast-paced environment

Preferred / Nice-to-Have Skills:

• Experience with Azure, Intune, and cloud migrations

• Familiarity with popular MSP tools (RMM, PSA, backup, EDR)

• VoIP system support experience

• Basic scripting experience (PowerShell preferred)

• IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco)

• 401(k) matching

• Bonus based on performance

• Company parties

• Competitive salary

• Flexible schedule

• Paid time off

• Training & development, * Competitive salary based on experience

• Opportunities for growth, training, and certification reimbursement

• Exposure to a wide variety of environments and technologies

• Supportive, team-oriented MSP culture

• Paid time off and benefits package (as applicable)

ETS Technology Services is a growing Managed Service Provider (MSP) delivering proactive IT support and consulting services to small and mid-sized businesses. Our team values accountability, continuous learning, and delivering exceptional customer experiences. This role is ideal for a hands-on IT professional who enjoys problem-solving, working directly with clients, and supporting a wide range of technologies.