Support Engineer II (Tier 2/3) - MSP

• Serve as a senior point of technical escalation, resolving issues that first-line support has been unable to close, across hardware, software, network, and cloud environments.
• Own tickets independently from intake to resolution - triage, prioritize, research, implement a fix, and confirm with the client, with minimal hand-holding.
• Work directly with end users and client stakeholders across multiple accounts, adapting to each client’s environment, tools, and expectations.
• Diagnose and resolve issues spanning desktops, servers, networking, and cloud/O365 environments; know when a problem needs a deeper dive versus a quick fix.
• Document all work thoroughly in our PSA/ticketing system, including root cause and resolution steps, so knowledge stays with the team, not just with you.
• Identify recurring issues and proactively suggest process, documentation, or infrastructure improvements rather than just closing tickets.
• Mentor and provide troubleshooting guidance to Tier 1 support engineers as needed.

As a small MSP, RJ2 requires engineers with broad technical range and the ability to work independently. This role carries primary ownership of issues from intake through resolution, including research, implementation, and documentation, with minimal supervision., Desktop & End-user Support

• Windows 11 required; macOS proficiency preferred
• Microsoft 365 / Office apps (Outlook, Word, Excel, PowerPoint) and O365 admin-level troubleshooting
• Laptop, desktop, thin client, and printer setup/troubleshooting (local and networked)
• Mobile device support (iPhone, Android) and MDM basics

Network & Infrastructure

• VPN client and site-to-site troubleshooting (Cisco, SonicWall, Fortinet, or similar)
• Working knowledge of switches, firewalls, and basic network diagnostics (DNS, DHCP, routing)
• Windows Server and Active Directory / Entra ID administration
• Familiarity with backup and business continuity platforms (e.g., Datto, Veeam) a plus
• Experience with hypervisors (VMware, Hyper-V), failover clustering, and SAN storage a plus

Tools & Scripting

• Experience with a PSA/ticketing platform (ConnectWise, Autotask, or similar) and an RMM tool
• Comfort writing basic PowerShell scripts to automate or speed up repetitive tasks is a strong plus, * 5+ years of hands-on IT support experience, ideally including MSP or multi-client environments
• Demonstrated ability to work independently - you’re comfortable being the most senior technical resource in the room
• Strong troubleshooting instincts across a broad range of technologies, with the judgment to know when to escalate vs. solve
• Outstanding customer-facing skills, including experience handling sensitive or high-profile escalations
• Comfortable juggling multiple clients, priorities, and projects in a fast-paced environment
• Excellent verbal and written communication skills
• College degree in IT/CS preferred, or equivalent hands-on experience

As a small MSP, we invest in engineers who want to grow their range rather than stay in a narrow lane. High performers in this role have a clear path toward Senior Engineer, team lead, or specialization tracks (security, cloud infrastructure, or client account ownership).

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance