Help Desk Engineer - Level 2 (MSP)

We are an established New York based Managed Services Provider hiring a Help Desk Engineer Level 2 to support multiple client environments across Microsoft, cloud, networking, security, Windows, and macOS.

This role is built for someone who understands the pace of an MSP help desk and can independently own tickets from initial troubleshooting through resolution while providing a strong client experience.

What You Will Work On

Own Tier 2 tickets across multiple MSP client environments

Support Microsoft 365, Entra ID, Exchange Online, Active Directory, Google Workspace, Windows, and macOS

Handle user onboarding and offboarding across accounts, devices, permissions, and applications

Troubleshoot endpoints, mobile devices, business applications, and peripherals

Resolve networking issues across DNS, DHCP, VPNs, Wi-Fi, LAN/WAN, and Firewall connectivity

Support Apple Business Manager, MDM managed devices, and mobile environments

Use RMM tools for remote support, monitoring, patching, scripting, and endpoint management

Maintain accurate ticket notes, documentation, time entries, and client communication in Autotask

MSP experience supporting multiple client environments is required

Strong Tier 2 troubleshooting and ticket ownership experience

Ability to independently diagnose issues and drive them through resolution

Strong client communication, documentation, and customer service skills

Comfortable balancing multiple priorities in a fast paced MSP environment

A+, Network+, and Security+ certifications are strongly preferred

Experience That Helps

Autotask, Datto RMM, Intune, or SonicWall experience

Microsoft, Azure, Apple, or macOS certifications

401(k) with company match

Health, Dental, and Vision Insurance

Flexible Spending Account

Health Savings Account

Paid time off

Professional development assistance

Employee discounts

Strong training and certification support