Level 2 Desktop Systems Engineer (Level 2 MSP Engineer / Lead Support Engineer) (Hybrid)

This is a highly visible role where you’ll work directly with clients, support complex IT environments, and play a key part in reducing escalations while helping the business scale. This is not a traditional help desk role - you’ll have exposure across infrastructure, cloud, networking, and client strategy., * Provide Tier 2 support across customer environments.

• Troubleshoot and resolve issues across Microsoft 365, networking, and infrastructure.
• Support client environments both remotely and onsite.
• Assist with project work and new client onboarding.
• Collaborate with internal team and leadership.
• Handle escalated (L2) tickets 10 15 tickets per day is typical.
• Assist with project work (15 20% of the role).
• Participate in daily standups and ticket reviews., Strong Microsoft 365 expertise. Required Years Firewall experience Fortinet preferred. Required Years MSP tools / PSA ticketing systems Autotask or similar. Required Years Networking switches, access points. Required Years Windows / cloud / on-prem hybrid environments. Required Years Client-facing support work and customer-facing communication. Required Years Ability to handle a 10 15 ticket per day volume. Required Reliable transportation and willingness to travel ~50% across Philly, South Jersey and Northern Delaware. Required Availability for after-hours/on-call and occasional weekend support. Required Autotask PSA specifically. Desired Years Experience resolving vs escalating issues. Desired Exposure to full IT environments (not siloed work). Desired Interest in growth toward L3 / vCIO / leadership. Desired

• 2 5+ years of MSP experience (Required).
• Strong Microsoft 365 expertise.
• Firewall experience (Fortinet preferred).
• Experience working in ticketing systems / MSP tools (Autotask or similar PSA preferred).
• Networking knowledge switches, access points.
• Windows / cloud / on-prem hybrid environments.
• Customer-facing communication skills.
• Ability to work in a flexible, team-oriented environment.
• Reliable transportation for travel across Philly, South Jersey, and Northern Delaware.
• No degree or certification requirement is stated by the client., * Fortinet firewall experience specifically.
• Autotask PSA specifically (over other PSA tools).
• Experience resolving issues rather than escalating them.
• Exposure to full IT environments rather than siloed work.
• Interest in growing into leadership / L3 / vCIO responsibilities.

Soft Skills:

• Customer-first mindset (white glove service).
• Strong communication and listening skills.
• High accountability / ownership.
• Ability to work in a fast-paced environment.
• Flexible, Team-oriented.

• $75,000-85,000 per year Company Description Work with Us. Change the World. At AECOM, we’re delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean …

• 1 month ago +