Level 2 / Level 3 Engineer

Job Description

Job Description

Benefits:

• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Flexible schedule
• Paid time off
• Training & development

Help Desk Technician – Level 2 / Level 3

Hybrid / On-site / Remote (as applicable)

Employment Type - Full-Time

About Us:

ETS Technology Services is a growing Managed Service Provider (MSP) delivering proactive IT support and consulting services to small and mid-sized businesses. Our team values accountability, continuous learning, and delivering exceptional customer experiences. This role is ideal for a hands-on IT professional who enjoys problem-solving, working directly with clients, and supporting a wide range of technologies. 

Role Overview:

The Level 2 / Level 3 Help Desk Technician provides advanced technical support to end-users across multiple client environments. This role escalates issues from Level 1, resolves complex technical problems, assists with projects, and plays a key role in maintaining client satisfaction and operational efficiency. 

Key Responsibilities:

Technical Support

·         Provide Level 2 and Level 3 support for desktops, laptops, servers, cloud services, and network infrastructure
·         Troubleshoot and resolve complex hardware, software, and connectivity issues
·         Serve as an escalation point for Level 1 technicians
·         Support Windows and macOS environments, including user and device management
·         Manage and resolve tickets within defined SLAs using an ITSM/ticketing system

Systems & Infrastructure

·         Administer Microsoft 365 (Exchange, Entra ID/Azure AD, SharePoint, Teams, Intune)
·         Support on-prem and cloud-based servers (Windows Server, basic Linux a plus)
·         Configure and troubleshoot networking components (firewalls, switches, VPNs, Wi-Fi)
·         Assist with backup, disaster recovery, and security solutions
·         Monitor and remediate alerts from RMM and security tools

Client & MSP Operations

·         Communicate clearly with clients regarding issues, resolutions, and best practices
·         Document solutions, procedures, and client environments accurately
·         Participate in onboarding new clients and supporting offboarding transitions
·         Assist with IT projects such as migrations, deployments, and hardware refreshes
·         Recommend improvements to systems, processes, and security posture

Security & Best Practices

·         Apply cybersecurity best practices in daily support activities
·         Assist with endpoint security, MFA, vulnerability remediation, and compliance efforts
·         Escalate security incidents per established procedures

 

Required Qualifications:

·         3–6+ years of IT support experience (MSP experience strongly preferred)
·         Strong troubleshooting skills across hardware, software, and networking
·         Proficiency with Microsoft Windows, Microsoft 365, and Active Directory
·         Experience supporting multiple clients or environments simultaneously
·         Understanding of TCP/IP, DNS, DHCP, VPNs, and firewall concepts
·         Excellent communication and customer service skills
·         Ability to work independently and manage priorities in a fast-paced environment 

Preferred / Nice-to-Have Skills:

·         Experience with Azure, Intune, and cloud migrations
·         Familiarity with popular MSP tools (RMM, PSA, backup, EDR)
·         VoIP system support experience
·         Basic scripting experience (PowerShell preferred)
·         IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco)

 

What We Offer

·         Competitive salary based on experience
·         Opportunities for growth, training, and certification reimbursement
·         Exposure to a wide variety of environments and technologies
·         Supportive, team-oriented MSP culture
·         Paid time off and benefits package (as applicable)

 

Flexible work from home options available.