IT Support Engineer Level 2 (MSP)

We are a long-established Cloud and Managed Services Provider hiring an IT Support Engineer Level 2 to support SMB clients across Microsoft, server, network, backup, and virtualization environments.

This role is built for someone with MSP experience who is ready for more than standard help desk work. You will handle escalations, support client infrastructure, assist with upgrades, and work closely with senior engineers on improving environments across New York City and New Jersey.

Responsibilities

• Provide Tier 2 troubleshooting across desktops, servers, cloud services, networking, and user access issues
• Administer Microsoft 365, Windows Server, Active Directory, permissions, mailboxes, and related user services
• Investigate backup alerts, system alerts, endpoint issues, and recurring service problems
• Support client infrastructure involving firewalls, switches, wireless, VPNs, DNS, DHCP, and connectivity
• Assist with virtualization environments including VMware and Hyper-V
• Participate in workstation refreshes, server upgrades, network changes, and client improvement projects
• Work with tools such as ConnectWise, RMM platforms, Datto, Veeam, or similar MSP systems
• Create clear ticket notes, update documentation, and help improve repeatable support processes
• Communicate directly with clients and internal engineers to drive issues through resolution

Required Experience

• Experience working in a Managed Service Provider environment
• 2–4+ years of hands-on IT support, escalation support, or junior systems administration experience
• Strong Microsoft 365 and Windows troubleshooting skills across user, desktop, and server environments
• Practical experience with Active Directory, permissions, Group Policy, DNS, DHCP, and general systems support
• Working knowledge of networking concepts including firewalls, VPNs, wireless, switching, and connectivity troubleshooting
• Exposure to VMware, Hyper-V, backups, RMM tools, or ticketing platforms
• Familiarity with Azure, SharePoint Online, AVD, or other Microsoft cloud services
• Ability to support multiple client environments while keeping communication clear and professional

Benefits

• $65,000 – $75,000 base salary + profit sharing (5% - 10% annual bonus)
• Health, Dental, Vision, Life, and Disability Insurance
• 100% Healthcare Premium Coverage
• 401(k) Retirement Plan
• Flexible Spending Account
• Commuter and TransitChek Reimbursement
• Mobile Phone Reimbursement
• Vacation, Personal, and Parental Leave
• Professional Development Assistance