Job Description
Tier 2 Support Engineer (MSP) – Hybrid
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Location: Manhattan, New York (Chelsea)
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Work Arrangement: Hybrid – 3 Days Onsite / 2 Days Remote
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Salary: $65,000–$80,000 Annually
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Employment Type: Full-Time | Direct Hire
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About the Opportunity
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We are seeking a motivated Tier 2 Support Engineer to join an established Managed Service Provider (MSP) in Manhattan, NY.
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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.
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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.
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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.
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Previous MSP experience is required.
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Key Responsibilities
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- 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.
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Required Qualifications
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- 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.
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Certifications
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Candidates should hold relevant industry certifications, including:
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- CompTIA A+
- CompTIA Network+
- CompTIA Security+
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Additional certifications in Microsoft 365, Azure, Entra ID, Apple/macOS, networking, or cybersecurity are highly valued.
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Preferred Qualifications
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- 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.
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Compensation & Benefits
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Base Salary: $65,000–$80,000 annually, depending on experience and technical qualifications.
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- 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
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Work Location & Schedule
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Hybrid – Manhattan, NY (Chelsea)
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- 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.
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Why Consider This Opportunity?
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- 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.
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