Level 2 Support Engineer - MSP

Dallas, TX | Local Work From Home | $65K–$80K A growing boutique Managed Service Provider supporting SMB clients across Texas and Florida is looking for an experienced Level 2 Support Engineer to join its distributed technical team. This is a client-facing L2 position for someone who enjoys troubleshooting but also understands that great MSP support is about more than just closing tickets. The team operates around a Fast, Friendly, First-Time Fix philosophy, with a strong focus on communication, ownership, documentation, and resolving issues correctly the first time. You’ll own a manageable ticket queue, handle escalations from the L1 team, and serve as a technical resource for junior technicians. Ticket volume is intentionally reasonable — typically around 3–4 hours of actual ticket work per day — giving engineers time to properly troubleshoot, communicate with clients, document their work, and follow issues through resolution. What You’ll Be Doing Own and resolve Level 2 escalations across multiple SMB client environments. Troubleshoot Windows, Microsoft 365, Active Directory, and Group Policy issues. Handle common networking issues involving DNS, DHCP, TCP/IP, VPNs, and firewalls. Work directly with clients through phone, email, and remote support sessions. Serve as a technical resource and escalation point for the Level 1 support team. Take ownership of issues from initial troubleshooting through resolution rather than simply passing tickets along. Maintain accurate documentation and detailed ticket notes. Work within ConnectWise, NinjaOne, or similar MSP platforms. Help identify recurring issues and opportunities to improve internal processes and client environments. What They’re Looking For Ideally 3–5 years of MSP experience. Strong hands-on experience with Active Directory and Group Policy. Solid Windows and Microsoft 365 administration/troubleshooting skills. Working knowledge of DNS, DHCP, TCP/IP, VPNs, and firewalls. Experience with ConnectWise, NinjaOne, or comparable RMM/PSA tools. Strong written and verbal communication skills. Comfortable picking up the phone and speaking directly with clients. Strong documentation and attention to detail. Someone who takes ownership, follows through, and genuinely enjoys solving problems. A customer-first personality and team-oriented mindset are extremely important. This isn't necessarily a role where you have to remain an L2 engineer forever. The company is small enough that strong performers can have a meaningful impact on how the organization operates. For the right person, there is potential to grow toward Service Management, Operations, or broader internal leadership, with longer-term potential for a partner-level opportunity as the business continues to grow. 100% employee health insurance coverage 401(k) Company-provided remote-work equipment Ongoing training and professional development Access to modern AI tools designed to improve productivity Birthday and work-anniversary recognition #J-18808-Ljbffr Bowman Williams