Experienced Technical Support Engineer Managed Service Provider (MSP) Tier 2

This role is an experienced Tier 2 Technical Support Engineer position for a New York City based managed service provider. It concentrates on escalated issues across Windows and macOS, Microsoft 365, Google Workspace, networks, and end-to-end device onboarding for multiple client environments. The role is hybrid in NYC with occasional onsite travel.

Responsibilities

• Provide Tier 2 support for client users, systems, applications, networks, and cloud services.
• Troubleshoot and administer Microsoft 365, Entra ID, and Google Workspace issues.
• Support user onboarding and offboarding of users and devices from end to end.
• Assist with macOS devices, ABM related workflows, and Apple MDM managed devices.
• Troubleshoot and support desktop, laptop, network, mobile device, peripheral, and application issues.
• Perform network troubleshooting involving DNS, DHCP, VPN, Wi-Fi, LAN/WAN connectivity, and firewall basics.
• Utilize RMM tools to deliver remote support, monitoring, patching, scripting, and endpoint management tasks.
• Maintain accurate ticket notes, time entries, statuses, priorities, and client communication in Autotask.
• Create and improve internal documentation, client-facing notes, SOPs, and knowledge base articles.
• Identify recurring issues and recommend process, documentation, or automation improvements.
• Go onsite to clients in the NYC/NJ area to provide on-site support as needs arise.

Requirements

• Foundational administration knowledge of Microsoft 365, Azure, MS Entra, Exchange Online, and Google Workspace.
• High proficiency in Windows 10/11 and macOS troubleshooting and support.
• Experience with desktop and laptop hardware and peripheral troubleshooting.
• Experience with IP, LAN, WAN, DNS troubleshooting and general network concepts.
• Support and troubleshooting experience across MS Office/Office 365 and Google Workspace.
• Knowledge of Active Directory, domain basics, and server environment basics.
• Mobile device support for iOS and Android platforms.
• MSP help desk experience of at least 2 years (required).
• Microsoft 365 Administrator experience of at least 3 years (required).
• Professional IT support experience of at least 3 years (required).
• Network+ Certified
• Security+ Certified
• A+ Certified

Technologies

• Microsoft 365, Azure, Entra ID (Azure AD), Exchange Online
• Google Workspace
• Windows 10/11, macOS
• Apple Business Manager (ABM), Apple MDM
• Active Directory, DNS, DHCP, LAN, WAN, VPN
• SonicWall, Intune
• Autotask, DattoRMM

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Employee discount
• Flexible spending account
• Health savings account

Application questions

• Have you worked on an internal helpdesk at a Managed Service Provider (MSP) not outsourced to a single client?
• Are you currently Network+ certified?
• Are you currently Security+ certified?
• Do you have hands-on experience supporting both Windows and macOS environments?
• Are you currently A+ certified?
• Do you have experience with Microsoft Entra ID (formerly Azure AD)?

Experience

• MSP help desk: 2 years required
• Microsoft 365 Administrator: 3 years required
• Professional IT Support: 3 years required

Education

• High school or equivalent preferred

Work location

• Hybrid role based in New York, NY 10001
• 3 days per week in the NYC office
• 2 days per week remote

Job type

Full-time

Compensation

USD 60,000 - 80,000 per year, DOE

Schedule

8 hour shift