Support Engineer

A small IT managed service provider in the Charolotte area (Matthews, NC) is hiring a Level 2 Support Engineer to join their team. They are looking for someone who can provide advanced technical support across modern Microsoft 365, cloud, endpoint, network, and security environments. This role serves as an escalation point for Level 1 support, helping resolve complex issues, reduce repeat incidents, improve client environments, and deliver a high-quality user experience.

They are ideally looking for someone with strong working knowledge of Microsoft 365, Microsoft Entra ID, Intune, Windows environments, networking, VoIP, endpoint security, documentation, and practical automation. This role is not a call-center or help desk-only position. Every day brings a new opportunity to solve meaningful problems, build trust with clients, and strengthen the technology environments they rely on. Excellent customer service is a must have, as you’ll be working onsite at client locations regularly. The role involves 50% in office and 50% onsite at customer locations in the Charlotte area., * 3+ years of IT support, systems administration, or MSP experience, with hands-on Level 2 escalation responsibilities preferred.

• Strong Microsoft 365 administration experience, including Exchange Online, Teams, SharePoint, OneDrive, licensing, permissions, and collaboration support.

• Experience supporting Windows Server environments, Active Directory, Group Policy, DNS, DHCP, file shares, print services, and hybrid infrastructure.

• Working knowledge of Microsoft Entra ID and Intune for identity, access, endpoint management, device compliance, configuration profiles, and application deployment.

• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPN, wireless, routing, switching, and firewall concepts.

• Experience with backup and disaster recovery solutions, endpoint protection, security alerts, and basic cybersecurity hardening practices.

• Strong troubleshooting skills with the ability to investigate root cause, identify patterns, and recommend long-term fixes instead of temporary workarounds.

• Customer-focused mindset with clear verbal and written communication, and the ability to explain technical issues in plain language.

What You Will Be Doing Tech Breakdown

• Windows, M365 Admin, Active Directory, Group Policy, Entra ID, Backups/Disaster recovery
• Network support fundamentals - wireless, routing, switching, firewall concepts to provide support