Help Desk Engineer Level 2 (MSP)

Help Desk Engineer Level 2 (MSP)

Location: New York City

Work Model: Hybrid support with local client site visits

MSP Experience: Required

Technical Level: Tier 2

Tier 2 MSP Support

We are an established New York based Managed Services Provider hiring a Help Desk Engineer Level 2 to support multiple client environments across Microsoft, cloud, networking, security, Windows, and macOS.

This role is built for someone who understands the pace of an MSP help desk and can independently own tickets from initial troubleshooting through resolution while providing a strong client experience.

What You Will Work On

• Own Tier 2 tickets across multiple MSP client environments

• Support Microsoft 365, Entra ID, Exchange Online, Active Directory, Google Workspace, Windows, and macOS

• Handle user onboarding and offboarding across accounts, devices, permissions, and applications

• Troubleshoot endpoints, mobile devices, business applications, and peripherals

• Resolve networking issues across DNS, DHCP, VPNs, Wi-Fi, LAN/WAN, and firewall connectivity

• Support Apple Business Manager, MDM managed devices, and mobile environments

• Use RMM tools for remote support, monitoring, patching, scripting, and endpoint management

• Maintain accurate ticket notes, documentation, time entries, and client communication in Autotask

What We Are Looking For

• MSP experience supporting multiple client environments is required

• Strong Tier 2 troubleshooting and ticket ownership experience

• Ability to independently diagnose issues and drive them through resolution

• Strong client communication, documentation, and customer service skills

• Comfortable balancing multiple priorities in a fast paced MSP environment

• A+, Network+, and Security+ certifications are strongly preferred

Experience That Helps

• Autotask, Datto RMM, Intune, or SonicWall experience

• Microsoft, Azure, Apple, or macOS certifications

Benefits

• 401(k) with company match

• Health, Dental, and Vision Insurance

• Flexible Spending Account

• Health Savings Account

• Paid time off

• Professional development assistance

• Employee discounts

• Strong training and certification support

• Opportunity to grow within an established MSP recognized on the 2026 MSP 501