Level 2 Desktop Systems Engineer (Level 2 MSP Engineer / Lead Support Engineer) (Hybrid)

Job Title: Level 2 Desktop Systems Engineer (Level 2 MSP Engineer / Lead Support Engineer)

Location: Philadelphia, PA (hybrid, with travel to client sites across Philly, South Jersey and Northern Delaware)

Duration: Direct Hire Full-Time

Job Description:

This is a highly visible role where you'll work directly with clients, support complex IT environments, and play a key part in reducing escalations while helping the business scale. This is not a traditional help desk role - you'll have exposure across infrastructure, cloud, networking, and client strategy.

Key Responsibilities:

• Provide Tier 2 support across customer environments.
• Troubleshoot and resolve issues across Microsoft 365, networking, and infrastructure.
• Support client environments both remotely and onsite.
• Assist with project work and new client onboarding.
• Collaborate with internal team and leadership.
• Handle escalated (L2) tickets 10 15 tickets per day is typical.
• Assist with project work (15 20% of the role).
• Participate in daily standups and ticket reviews.

Minimum Education and Experience:

• 2 5+ years of MSP experience (Required).
• Strong Microsoft 365 expertise.
• Firewall experience (Fortinet preferred).
• Experience working in ticketing systems / MSP tools (Autotask or similar PSA preferred).
• Networking knowledge switches, access points.
• Windows / cloud / on-prem hybrid environments.
• Customer-facing communication skills.
• Ability to work in a flexible, team-oriented environment.
• Reliable transportation for travel across Philly, South Jersey, and Northern Delaware.
• No degree or certification requirement is stated by the client.

Preferred Qualifications:

• Fortinet firewall experience specifically.
• Autotask PSA specifically (over other PSA tools).
• Experience resolving issues rather than escalating them.
• Exposure to full IT environments rather than siloed work.
• Interest in growing into leadership / L3 / vCIO responsibilities.

Soft Skills:

• Customer-first mindset (white glove service).
• Strong communication and listening skills.
• High accountability / ownership.
• Ability to work in a fast-paced environment.
• Flexible, Team-oriented.

Why Join (client's own selling points):

• Tight-knit, collaborative team.
• Fast growth with real career progression.
• High exposure to leadership and clients.
• Strong culture (work hard, support each other).
• Unique perks Including Fitler Club membership.

Skills:

Required/

Desired