Position Summary

We are seeking a skilled and dependable Tier 2 Service Desk Engineer to support our managed services clients in a fast-paced MSP environment. This role focuses on resolving escalated tickets from Tier 1, handling moderately complex technical issues, and contributing to consistent, high-quality service delivery.

The ideal candidate has strong troubleshooting skills, understands MSP workflows, and is comfortable working directly with clients while collaborating closely with Tier 1 and Tier 3 teams.

Key Responsibilities

Ticket Resolution & Escalations

• Serve as the primary escalation point for Tier 1 technicians
• Resolve Tier 2 support tickets involving servers, endpoints, networking, and cloud services
• Own tickets from escalation through resolution, ensuring clear communication and documentation
• Identify recurring issues and recommend permanent fixes

Technical Support

• Troubleshoot and support Windows Server environments, including Active Directory, Group Policy, DNS, and DHCP
• Support Microsoft 365 services including Exchange Online, Teams, and SharePoint
• Assist with networking issues involving firewalls, VPNs, switches, and connectivity
• Support virtualization platforms such as VMware and/or Hyper-V

Client Communication

• Communicate directly with clients to provide updates, explain issues, and confirm resolution
• Maintain a professional and calm demeanor during escalations and outages
• Set and manage client expectations throughout the support process

Documentation & Process

• Document resolutions, configurations, and troubleshooting steps in the PSA and documentation systems
• Contribute to knowledge base articles and SOP improvements
• Follow established service desk processes and escalation procedures

Required Qualifications

• 3–5 years of IT support experience, preferably in an MSP environment
• Strong working knowledge of Windows Server, Active Directory, and Microsoft 365
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs, firewalls)
• Experience working with PSA/RMM tools (ConnectWise, Autotask, Datto, etc.)
• Proven ability to manage multiple tickets and priorities simultaneously

Preferred Qualifications

• Experience supporting virtualization platforms (VMware, Hyper-V)
• Familiarity with endpoint security tools and patch management
• Relevant IT certifications (CompTIA Network+, Microsoft, etc.)
• Prior experience mentoring or assisting Tier 1 technicians

Professional Competencies

• Strong problem-solving and troubleshooting skills
• Detail-oriented with excellent documentation habits
• Team-oriented mindset with a willingness to collaborate
• Customer-focused approach to service delivery

What Success Looks Like

• Timely resolution of escalated tickets
• Reduced repeat issues through proper troubleshooting and documentation
• Strong collaboration with Tier 1 and Tier 3 teams
• Consistent SLA adherence and high client satisfaction