Tier 2 Support Engineer (MSP) - Hybrid

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

Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.

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. xhyhwjd

Remote working/work at home options are available for this role.