Tier 2 Support Engineer (MSP) – Hybrid
2 days ago
Manhattan
Tier 2 Support Engineer (MSP) – Hybrid Location: Manhattan, New York (Chelsea) Work Arrangement: Hybrid – 3 Days Onsite / 2 Days Remote Salary: $65,000–$80,000 Annually Employment Type: Full-Time | Direct Hire About the Opportunity We are seeking a motivated Tier 2 Support Engineer to join an established Managed Service Provider (MSP) in Manhattan, NY. This opportunity is ideal for an IT professional with hands-on MSP experience who enjoys troubleshooting technical issues, supporting multiple client environments, and delivering exceptional customer service. The position offers a combination of remote technical support, onsite client support, and exposure to a variety of technologies, including Microsoft 365, Azure, Entra ID, Google Workspace, networking, Windows, and macOS environments. The ideal candidate is a proactive, customer-focused engineer who takes ownership of technical issues, maintains strong documentation practices, and enjoys working in a fast-paced MSP environment. Previous MSP experience is required. Key Responsibilities • Provide Tier 2 technical support across multiple MSP client environments., • Troubleshoot and resolve issues involving desktops, laptops, servers, networks, applications, and cloud services., • Administer and support Microsoft 365, Exchange Online, Microsoft Entra ID, and Google Workspace., • Troubleshoot Windows 10/11 and macOS operating systems., • Manage user onboarding and offboarding, including account provisioning, permissions, and device configuration., • Support Active Directory, Windows Server, and basic domain administration., • Diagnose networking issues involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, LAN/WAN connectivity, and firewalls., • Support Apple devices, including macOS, Apple Business Manager, and mobile device management solutions., • Troubleshoot mobile devices, including iOS and Android., • Utilize RMM tools for remote troubleshooting, system monitoring, patch management, scripting, and endpoint maintenance., • Manage support tickets, document resolutions, and maintain accurate time entries using PSA platforms., • Create and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles., • Identify recurring technical issues and recommend process improvements., • Provide onsite technical support to clients throughout the NYC and Northern New Jersey areas as needed., • Collaborate with senior engineers to resolve escalated issues and improve client environments., • Maintain strong client relationships through professional communication and timely issue resolution. Required Qualifications • Previous professional experience working for a Managed Service Provider (MSP)., • Hands-on experience resolving Tier 2 technical support issues across multiple client environments., • Strong Microsoft 365 administration and troubleshooting experience., • Working knowledge of Microsoft Azure, Entra ID, and Exchange Online., • Experience supporting Windows 10/11 and Microsoft Office applications., • Strong networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, LAN/WAN, and the OSI model., • Experience troubleshooting desktops, laptops, printers, mobile devices, and peripherals., • Familiarity with Active Directory, domain environments, and basic Windows Server administration., • Experience supporting Google Workspace environments., • Strong customer service skills and the ability to communicate effectively with technical and nontechnical users., • Excellent ticket documentation, organization, and time management skills., • Ability to independently troubleshoot technical issues and manage competing priorities., • Willingness to provide onsite support at client locations throughout the NYC/NJ area., • Ability to work onsite in Manhattan three days per week. Certifications Candidates should hold relevant industry certifications, including: • CompTIA A+, • CompTIA Network+, • CompTIA Security+ Additional certifications in Microsoft 365, Azure, Entra ID, Apple/macOS, networking, or cybersecurity are highly valued. Preferred Qualifications • Experience with Autotask PSA., • Experience with Datto RMM., • Familiarity with SonicWall firewalls., • Experience administering Microsoft Intune., • Experience supporting Apple Business Manager and macOS devices., • Previous experience supporting financial services clients., • Microsoft 365 or Azure certifications., • Experience working in high-volume MSP service desk environments. Compensation & Benefits Base Salary: $65,000–$80,000 annually, depending on experience and technical qualifications. • Health insurance, • Dental insurance, • Vision insurance, • 401(k) retirement plan, • 401(k) company matching, • Flexible Spending Account (FSA), • Health Savings Account (HSA), • Paid time off, • Professional development assistance, • Employee discount programs Work Location & Schedule Hybrid – Manhattan, NY (Chelsea) • Tuesday, Wednesday, and Thursday: Onsite at the Manhattan office., • Monday and Friday: Work from home., • Occasional onsite client visits throughout NYC and Northern New Jersey., • Combination of remote technical support and hands-on client support., • Candidates must be able to commute to Manhattan three days per week. Why Consider This Opportunity? • Hybrid Flexibility: Enjoy two work-from-home days each week., • Diverse Technical Exposure: Support multiple client environments across Microsoft 365, Azure, networking, cybersecurity, Windows, and macOS., • Career Development: Join an organization that values ongoing training, certifications, and professional growth., • Hands-On Engineering: Gain experience resolving technical escalations and supporting client infrastructure., • Collaborative Team: Work alongside experienced engineers in an established MSP environment., • Professional Growth: Expand your technical expertise through exposure to multiple industries, platforms, and client environments.