Level 2 - IT Engineer

Level 2 IT Engineer – Managed Services Provider (MSP)

Location: Fairfield, NJ
Position Type: Full-Time, On-Site / Client-Site Visits
Experience Level: Intermediate (Level 2 Support)

About Us

Managed Services Provider (MSP) based in Fairfield, NJ, providing proactive IT support, infrastructure management, cybersecurity, and technology consulting to small and mid-sized businesses.

As a smaller, service-focused team, we pride ourselves on building strong client relationships, delivering responsive and personalized support, and taking ownership of our clients’ IT environments. We are looking for a skilled, motivated Level 2 IT Engineer who enjoys troubleshooting technical challenges, working directly with clients, and being part of a close-knit team.

Position Overview

The Level 2 IT Engineer will provide technical support and systems administration for a diverse portfolio of business clients. This role is responsible for resolving escalated technical issues, maintaining client IT environments, implementing solutions, and ensuring reliable, secure IT operations.

The ideal candidate has solid technical fundamentals, strong troubleshooting skills, and the ability to work independently while knowing when to escalate more complex issues. Equally important is a professional, customer-focused approach and the ability to communicate technical information clearly to non-technical users.

Key ResponsibilitiesTechnical Support & Troubleshooting

• Resolve Level 2 escalations from the service desk, including complex desktop, laptop, application, connectivity, and user-access issues.
• Troubleshoot Windows operating systems, Microsoft 365 applications, printing, networking, and endpoint performance problems.
• Diagnose and resolve Active Directory, Microsoft Entra ID, authentication, permissions, and Group Policy issues.
• Troubleshoot VPN connectivity, Wi-Fi, DNS, DHCP, and basic LAN/WAN connectivity issues.
• Support user onboarding, offboarding, workstation deployments, migrations, and hardware replacements.
• Document troubleshooting steps, resolutions, and follow-up recommendations in the ticketing system.
• Recognize recurring issues and recommend permanent solutions rather than relying on workarounds.

Systems Administration & Infrastructure

• Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and user licensing.
• Support Windows Server environments, Active Directory, Group Policy, file and print services, and permissions.
• Assist with server maintenance, patching, monitoring, and routine infrastructure administration.
• Support endpoint management, software deployment, patch management, and antivirus/EDR platforms.
• Monitor backup systems, review job failures, troubleshoot issues, and assist with restore testing.
• Support firewalls, switches, wireless access points, VPNs, and other common SMB network infrastructure.
• Assist with IT projects, technology refreshes, cloud migrations, and infrastructure upgrades.

Security & Best Practices

• Support MFA, conditional access, endpoint protection, and other standard security controls.
• Assist with security incident triage, suspicious email investigations, and endpoint remediation.
• Identify outdated systems, configuration weaknesses, and potential security risks.
• Follow established security policies, change management procedures, and documentation standards.

Client Service & Teamwork

• Provide professional, responsive, and friendly support to end users and client contacts.
• Communicate technical issues, timelines, and resolutions clearly and proactively.
• Take ownership of assigned tickets and follow through until resolution or appropriate escalation.
• Maintain accurate documentation of client environments, configurations, and procedures.
• Work collaboratively with other engineers and service desk staff.
• Participate in scheduled client-site visits and occasional after-hours maintenance when required.

Required Qualifications & Technical Skills

• 3+ years of professional IT support experience, ideally within an MSP or multi-client IT environment.
• Strong working knowledge of Windows 10/11 and Microsoft 365 administration.
• Practical experience with Active Directory, Microsoft Entra ID, Group Policy, DNS, and DHCP.
• Experience troubleshooting networking fundamentals, including TCP/IP, VPNs, Wi-Fi, and switching.
• Familiarity with Windows Server administration and common small-to-mid-sized business infrastructure.
• Experience with remote monitoring and management (RMM), professional services automation (PSA), ticketing, and remote support tools.
• Working knowledge of endpoint security, MFA, patching, and backup solutions.
• Strong analytical troubleshooting skills and the ability to work independently on escalated issues.
• Excellent written and verbal communication skills.
• A customer-first mindset, strong organizational skills, and attention to detail.
• Valid driver's license and reliable transportation for client-site visits.

Preferred Qualifications

• Previous experience working for a small or mid-sized MSP.
• Experience with Microsoft 365 administration and cloud identity management.
• Familiarity with virtualization platforms such as VMware or Hyper-V.
• Exposure to Microsoft Intune and endpoint management.
• Experience with business-class firewalls, managed switches, and wireless infrastructure.
• Familiarity with backup and disaster recovery platforms.
• Microsoft, CompTIA, or networking certifications such as MS-900, AZ-900, Network+, Security+, or equivalent practical experience.

What Success Looks Like

• Independently resolves the majority of assigned Level 2 technical issues.
• Reduces unnecessary escalations by using sound troubleshooting and research skills.
• Maintains clear, accurate, and useful ticket documentation.
• Provides a consistently positive experience for clients.
• Follows established processes while identifying opportunities to improve them.
• Helps maintain stable, secure, and well-documented client environments.
• Demonstrates initiative, accountability, and a willingness to learn.

What We Offer

• A collaborative, close-knit team with direct access to experienced engineers and leadership.
• Exposure to a broad range of technologies and client environments.
• Opportunities to develop technical skills and take ownership of projects.
• A client-focused environment where quality of service matters more than ticket volume alone.
• Competitive compensation based on experience and technical ability.
• Benefits and professional development opportunities, as applicable.

Who Will Thrive in This Role?

We are looking for someone who enjoys solving problems, takes pride in doing things the right way, and understands that excellent IT support requires both technical ability and strong client relationships.

You should be comfortable working independently, managing competing priorities, and supporting a variety of business environments. You do not need to know everything, but you should have a strong technical foundation, a methodical troubleshooting approach, and the judgment to recognize when an issue requires additional expertise.

If you are a dependable, technically capable IT professional looking to grow, we would like to hear from you.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person