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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Support Engineer (Tier 2/3) - MSP - **Company:** IT-Works, Inc - **Location:** Barnstable, MA, United States - **Experience:** Expert - **Salary:** $80,000.0 - $100,000.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Microsoft Azure, Business Software, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Windows Servers, Network Connections, Proprietary Software, Azure Active Directory, TCP/IP, Virtual Local Area Networks, Computer Network Technologies, Firewalls (Computer Science), Cloud Migration, Network Server, Cisco - **Published:** October 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=679f42ade18ea2e1 ## About the Role * 4+ years of professional IT support experience * Strong Windows workstation and Windows Server troubleshooting skills * Working knowledge of Active Directory * Microsoft 365 administration experience * Networking knowledge, including TCP/IP, DNS, DHCP, VLANs and VPNs * Experience troubleshooting firewalls and network connectivity * Ability to independently investigate and solve unfamiliar technical problems * Strong written and verbal communication skills * Ability to communicate professionally with clients * Strong documentation habits * Ability to commute to our West Barnstable, MA office Previous MSP experience is strongly preferred. Nice to Have We don't expect one person to have every certification or technology on this list. Experience or certifications involving any of the following are a plus: * CompTIA A+, Network+, Security+, Server+ or Cloud+ * Microsoft 365 * Microsoft Azure / Entra ID * Cisco / CCNA * Firewall platforms * Backup and disaster recovery * macOS support and integration * AI technologies and tools The Kind of Engineer Who Does Well Here You'll probably enjoy this position if: * You don't like putting temporary Band-Aids on recurring problems. * You're curious about why something broke. * You take ownership instead of waiting for someone else to handle it. * You're comfortable saying, "I don't know yet, but I'll figure it out." * You enjoy difficult technical problems. * You're willing to help less-experienced engineers develop their skills. * You care about documentation and leaving an environment better than you found it. * You want exposure to both support and project engineering. You don't need to know everything. We care about your ability to troubleshoot, learn, communicate and take ownership., * High school or equivalent (Required) Experience: * MSP: 4 years (Preferred) License/Certification: * CompTIA A+ (Preferred) * CompTIA Network+ (Preferred) * Microsoft Certified: Azure Fundamentals (Preferred) ## Description I.T.WORKS! is looking for an experienced Tier 2/3 IT Support Engineer who enjoys solving difficult technical problems, finding the real cause of recurring issues, and taking ownership through resolution. This is a hands-on technical position within our MSP. You'll spend most of your time working on escalated client issues that require deeper troubleshooting, while also helping our Support Team grow and participating in infrastructure and project work. This is an in-person position at our West Barnstable, MA office and is not a remote role. What You'll Be DoingAdvanced Support & Troubleshooting You'll take ownership of issues that need more time or technical depth than our frontline Support Team can provide. You'll troubleshoot and resolve problems involving: * Windows desktops and servers * Active Directory and Group Policy * Microsoft 365 and Exchange * Microsoft Entra ID and Azure environments * Firewalls, switches, VLANs and VPNs * DNS and network connectivity * Backup and recovery systems * Business applications and third-party software * Hardware and infrastructure issues The goal isn't simply to close tickets. We want engineers who ask why the problem happened and look for ways to prevent it from happening again. Your Role on the Support Team You'll also be one of the senior technical resources our Support Engineers can turn to when they're stuck. You'll: * Take ownership of escalated tickets * Help engineers troubleshoot difficult issues * Share knowledge and mentor other team members * Help identify recurring problems and opportunities for improvement * Work directly with clients and keep them informed throughout an issue * Assist with frontline support when escalation volume allows * Perform onsite client work when needed We're looking for someone who enjoys being the person who can figure it out, while also helping the engineers around them become better. Grow Beyond Support This isn't intended to be a dead-end help desk position. You'll have opportunities to work alongside our Project Team on projects such as: * Server deployments and migrations * Network and firewall upgrades * Microsoft 365 and cloud migrations * Infrastructure replacements * Backup and disaster recovery improvements * Client technology standardization For an experienced support engineer who wants to continue developing toward advanced infrastructure and project engineering, this role provides that opportunity.