Tier 2 IT Support Engineer - MSP

This is not a scripted call-center help desk role. You will work directly with clients, troubleshoot real technical problems across multiple environments, and work alongside experienced engineers on support issues and technical projects.

Previous Managed Service Provider (MSP) experience is required.

What You’ll Do

As a Tier 2 IT Support Engineer, you’ll take ownership of technical issues that require more than basic troubleshooting.

Your responsibilities will include:

• Troubleshooting Microsoft 365 issues including Exchange Online, Outlook, Teams, SharePoint, and OneDrive
• Managing and troubleshooting Entra ID / Azure AD users, authentication, MFA, and access issues
• Supporting Windows 10 and Windows 11 workstations
• Troubleshooting Active Directory, Group Policy, DNS, and DHCP
• Supporting Windows Server environments
• Diagnosing network connectivity, switching, Wi-Fi, and TCP/IP issues
• Troubleshooting firewalls, VPNs, and site-to-site connectivity
• Working with endpoint security and cybersecurity platforms
• Resolving escalated technical support tickets
• Troubleshooting printers, applications, hardware, and peripherals
• Performing workstation deployments and new-user setups
• Maintaining accurate client and technical documentation
• Communicating directly with clients throughout the troubleshooting process
• Participating in Microsoft 365, network, server, infrastructure, and cybersecurity projects

You’ll work across many different client environments, giving you significantly broader technical exposure than you would typically find in a traditional internal IT position.

Our Environment

Elevatus is an established Managed Service Provider and Managed Security Service Provider (MSP/MSSP) providing IT support, cloud services, infrastructure, cybersecurity, and compliance-focused technology services.

We primarily support professional organizations, including law firms and healthcare organizations, where security, reliability, responsiveness, and professionalism are critical.

Depending on the client environment, you’ll gain exposure to technologies including:

• Microsoft 365
• Entra ID
• Microsoft Intune
• Azure
• Windows Server
• Active Directory
• Group Policy
• Hyper-V and VMware
• Firewalls and VPNs
• Managed switches and wireless networks
• Endpoint protection and cybersecurity platforms
• Remote monitoring and management tools
• PSA platforms
• IT documentation platforms
• Backup and disaster-recovery technologies

We are looking for someone with a solid technical foundation, strong troubleshooting skills, and the ability to learn unfamiliar systems quickly., Required

• Previous experience working for a Managed Service Provider (MSP)
• 3+ years of professional IT support experience
• Strong Windows workstation troubleshooting skills
• Experience supporting Microsoft 365 environments
• Working knowledge of Active Directory and/or Entra ID
• Understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN fundamentals
• Ability to independently troubleshoot unfamiliar technical issues
• Strong written and verbal communication skills
• Professional client-facing demeanor
• Ability to clearly document troubleshooting steps and technical resolutions
• Ability to manage multiple client issues and priorities
• Valid driver’s license
• Ability to travel to Indianapolis-area client locations when hands-on support is required

Experience We’d Love to See

Experience with any of the following is a plus, but is not required:

• Microsoft Intune
• Azure
• Windows Server
• Hyper-V
• VMware
• SonicWall
• Fortinet
• PowerShell
• Endpoint detection and response platforms
• Managed cybersecurity platforms
• RMM platforms
• PSA platforms
• IT documentation platforms
• Backup and disaster recovery
• Microsoft technical certifications

We care more about your ability to troubleshoot, communicate, and learn than whether you’ve worked with every product in our technology stack., This position is a strong fit for an experienced MSP technician who is comfortable working independently but doesn’t want to stop learning.

If you’re currently working in managed services and want broader exposure to Microsoft cloud technologies, networking, infrastructure, cybersecurity, and technical projects, we’d like to talk with you., * IT support: 3 years (Required)

Working at an MSP should provide more than an endless queue of password resets.

At Elevatus, you’ll have the opportunity to:

• Troubleshoot real Tier 2 technical issues
• Work across a wide variety of client environments
• Build deeper Microsoft 365 and Entra ID expertise
• Expand your networking and infrastructure skills
• Gain hands-on cybersecurity experience
• Work with servers, firewalls, VPNs, virtualization, and cloud technologies
• Participate in infrastructure and cybersecurity projects
• Work directly with experienced technical professionals
• Continue developing toward more advanced engineering and cybersecurity responsibilities

We are looking for someone who enjoys figuring things out, takes ownership of technical problems, communicates well with clients, and wants to continue growing technically.

Compensation and Benefits

Salary: $60,000 per year+

Benefits include:

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off, * Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Have you previously worked for a Managed Service Provider (MSP)?

Elevatus is looking for an experienced Tier 2 IT Support Engineer to join our managed services team in Indianapolis.

If you already understand the MSP world and want to move beyond repetitive Tier 1 work into deeper Microsoft 365, Entra ID, networking, server, and cybersecurity troubleshooting, this position is designed for you.