Service Desk Engineer, Tier 2/3

Job Description

Job Description

MSP Client provides managed IT and security services to life sciences, pharmaceutical, healthcare, and biotech organizations across the tri-state area. We work under a flat-rate model, which means we are measured on how well client environments run, not on how many tickets we close. We are looking for an engineer who fixes root causes.

Client base is genuinely mixed: some run entirely on Microsoft 365, others on Google Workspace, and many have a meaningful Mac population alongside Windows. You will need to be fluent in all of it rather than strong in one and guessing at the rest.

Location and schedule

This position is based at our South Brunswick, NJ office and is hybrid: three days per week in the office and two days working from home. The first 90 days are fully in-office. Learning our client environments, tooling, and documentation standards happens fastest sitting next to the people who built them, and we would rather invest that time up front than have you guessing remotely. The hybrid schedule begins once that period is complete.

Onsite visits to client locations across the tri-state area are part of the role in either phase, and may fall on a work-from-home day depending on client needs.

What you'll do

•      Own escalated desktop, laptop, and mobile issues across multiple client environments, from triage through resolution.

•      Administer Microsoft 365 and Entra ID: user lifecycle, licensing, groups, mailbox and permissions troubleshooting, and conditional access basics.

•      Administer Google Workspace: users and organizational units, Gmail routing and delegation, Drive and shared drive permissions, groups, 2-Step Verification enforcement, and Vault retention and eDiscovery holds.

•      Deploy and support macOS at scale: MDM enrollment and policy, Apple Business Manager and zero-touch provisioning, FileVault, keychain and certificate issues, Apple silicon and Rosetta compatibility, and macOS in Entra- or Google-backed identity environments.

•      Administer and maintain endpoint security tooling (EDR, DNS and web filtering, patching) across both Windows and Mac, and respond to alerts with appropriate urgency.

•      Troubleshoot connectivity issues spanning the endpoint, LAN, wireless, and firewall, and escalate cleanly to the network team with evidence attached.

•      Document work in our PSA and RMM platform to a standard a colleague can pick up cold, including asset records and knowledge base articles.

•      Handle onboarding and offboarding, imaging, and hardware refreshes across Windows and Mac fleets on client schedules.

•      Perform onsite visits within the tri-state area as needed.

•      Identify recurring problems and propose permanent fixes or client-facing recommendations.

•      Follow client change control and documentation practices in regulated environments (HIPAA, GxP, FDA 21 CFR Part 11).

What we're looking for

•      Four or more years in desktop or end-user support, ideally at an MSP or across multiple client environments.

•      Strong Windows 11 troubleshooting.

•      Demonstrated macOS support depth: real experience managing and troubleshooting Macs in a business environment, not just personal familiarity.

•      Hands-on administration of both Microsoft 365 / Entra ID and Google Workspace, including the differences in how each handles identity, sharing, and mail flow.

•      Practical networking knowledge: VLANs, wireless, and reading firewall behavior well enough to know whether the problem is yours.

•      Clear written and verbal communication with non-technical users, including executives and lab staff.

•      Valid driver's license and reliable transportation for client sites.

Nice to have

•      Certifications: Microsoft 365 or Azure/Entra, Google Workspace Administrator, Apple Certified Support Professional, CompTIA A+ / Network+ / Security+, Cisco Meraki.

•      Experience with a dedicated Mac management platform (Jamf, Kandji, Mosyle) or Intune for macOS.

•      Google Workspace to Microsoft 365 migration experience, or the reverse.

•      Exposure to regulated or validated environments (GxP, HIPAA, or FDA-regulated clients).

•      Scripting for repeatable tasks: PowerShell, plus shell or GAM on the Google and Mac side.

We are a private recruitment firm

Company Description

We are a private recruitment firm