L2 - MSP Support Engineer

Role Focus This is a service-delivery seat, not a project or implementation role. The successful candidate will spend the majority of their day on the phone and in tickets with end users, working through Tier 2 issues, escalating cleanly to senior engineers when warranted, and keeping our RMM and PSA hygiene in good order. Strong phone etiquette, a calm professional manner, and the ability to communicate clearly with non-technical end users are weighted heavily. Required Experience Minimum 3+ years in an MSP / managed services consulting environment (multi-tenant client exposure preferred over single-organization IT). Demonstrated competency troubleshooting Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune basics) and Microsoft Azure tenant administration at the support level. Working knowledge of Google Workspace administration and end-user support. Day-to-day support experience with collaboration platforms - Microsoft Teams, Slack, and Zoom. Line-of-business application support: ability to troubleshoot third-party business apps in conjunction with vendor support. Hands‑on with at least one RMM platform and one PSA platform; comfortable with ticket discipline, time entry, and documentation. Experience monitoring and responding to: backup job status, EDR / security alerts, and network-event notifications. Preferred Certifications One or more of the following is preferred but not required: CompTIA Network+ CompTIA Security+ Cisco CCNA Microsoft MCSE or current equivalent (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate) Soft Skills & Working Style Excellent phone etiquette and written communication — this is a client-facing seat. Strong ticket discipline; updates tickets in real time and closes loops with end users. Calm under pressure during outages and security events. #J-18808-Ljbffr Zazz