Tier 2: Service Desk Engineer

About Us:
We are a mission driven MSP committed to keeping our clients secure through a cybersecurity-first approach and automation heavy workflows. Our team is built on ethics, professionalism, consistency and a genuine dedication to protecting our clients businesses. We believe in friendly and proactive services, with streamlined processes that help to both minimize issues before they happen and reduce ticket volume for our internal team. We aim to be a true partner for our customers, not just an outsourced IT helpdesk.

What You'll Do:

• Provide Tier 2 technical support for end users — mostly remote, occasionally onsite
• Handle escalated tickets involving workstations, M365 support, printers or other peripherals, networking, and other commonly used applications.
• Troubleshoot hardware and software both remotely and in the field
• Maintain clean documentation and follow process-driven workflows using our RMM and PSA tools
• Actively contribute to a low-ticket environment for our whole team by supporting automation and root-cause solutions, no band-aids.

What You Bring:

• 2+ years of IT support experience, ideally with an MSP or in a multi-client environment
• Strong knowledge of Microsoft 365, Windows, networking fundamentals, and remote support tools
• Comfortable working in structured environments with standardized procedures and documentation
• Reliable transportation and willingness to travel locally to client sites when needed
• Excellent communication skills — clear, professional, and personable

Preferred Qualifications:

• Relevant certifications (CompTIA A+/Network+, Microsoft, etc.)
• Experience with RMM ,MDM and PSA tools (e.g., ConnectWise, Autotask, NinjaOne, Halo, etc.)
• Familiarity with VoIP systems, firewalls, and common LoB applications....e.g SonicWall/Fortigate/Fortinet/Unifi/Quickbooks/Lacerte/ERP systems/Azure etc

What We Offer:

• A remote-first role with real impact
• A tight-knit team that values clarity, consistency, and continual improvement
• Career growth in a company that invests in cybersecurity and automation
• Competitive salary and benefits
• A culture that’s professional, but never stiff — we’re serious about security, not about ourselves

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Ability to Commute:

• Dallas, TX 75208 (Required)

Ability to Relocate:

• Dallas, TX 75208: Relocate before starting work (Required)

Work Location: Hybrid remote in Dallas, TX 75208