Level 2 Service Desk Support

This is a remote position.

IT Support Engineer II (Remote) – Managed Services (MSP)

About the Role

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.

Key Responsibilities

• 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
  

Required Qualifications

• 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
  

What We Offer

• Fully remote work environment
  
• 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