Level 2 Service Desk Support

We are seeking a highly motivated and customer-focused IT Support Engineer II to join our growing team in a fully remote capacity. This role is ideal for a technical professional who thrives in a fast-paced Managed Service Provider (MSP) environment, supporting a diverse client base across multiple industries. As a Level 2 support engineer, you will act as a key escalation point, responsible for troubleshooting complex technical issues, delivering high-quality support, and ensuring client systems remain secure, stable, and optimized., * Provide Level 2 technical support for desktops, servers, networks, and cloud environments

• Troubleshoot and resolve escalated issues related to Windows OS, Active Directory, Office 365, and networking

• Support and administer Microsoft 365, Azure, and other cloud-based solutions

• Diagnose and resolve issues involving VPNs, firewalls, switches, and wireless networks

• Manage user accounts, permissions, and security policies

• Perform system maintenance, patching, and updates across client environments

• Collaborate with Level 1 and Level 3 engineers to ensure timely resolution of incidents

• Document issues, resolutions, and processes in the ticketing system

• Participate in onboarding/offboarding of client employees and device provisioning

• Assist with implementations, upgrades, and infrastructure projects as needed

• Provide excellent customer service and communicate effectively with technical and non-technical stakeholders

• 3-5+ years of experience in IT support, preferably within an MSP environment

• Strong knowledge of Windows Server, Active Directory, and Microsoft 365

• Experience with network troubleshooting (DNS, DHCP, TCP/IP, VPNs)

• Familiarity with RMM and PSA tools (such as ConnectWise, Autotask, or similar)

• Experience supporting remote users and distributed environments

• Ability to manage multiple priorities in a fast-paced, ticket-driven environment

• Strong documentation and communication skills

Preferred Qualifications

• Experience with Azure, AWS, or other cloud platforms

• Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications

• Exposure to cybersecurity best practices and tools

• Previous experience working in a client-facing consulting or MSP role

• Opportunity to work with a wide range of technologies and clients

• Fast-paced, collaborative team culture

• Career growth and advancement opportunities

• Competitive compensation and benefits package

Compensation Type Hourly Highgate Hotels Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and …