Help Desk Engineer Level 2 (MSP / Hybrid WFH)
$65k - $75kBowman Williams
Help Desk Engineer Level 2 (MSP / Hybrid WFH)
Location: New York City
Work Model: Hybrid WFH, 3 to 4 days remote with 1 to 2 days onsite at NYC client locations
Salary: $65,000 to $75,000
MSP Experience: Required
Level 2 MSP Support With Strong WFH Flexibility
We are a cybersecurity-focused Managed Services Provider hiring a Help Desk Engineer Level 2 to support a growing NYC client base.
This is a strong fit for an MSP technician who wants more ownership, exposure to Microsoft cloud and networking, and a path to continue developing technically. You will work a focused queue of approximately 20 tickets per week, giving you more time to troubleshoot issues thoroughly rather than simply chasing ticket volume.
The role is primarily work from home with 1 to 2 days per week spent at local NYC client sites.
What You Will Work On
• Own Level 2 support tickets across multiple MSP client environments
• Administer and troubleshoot Microsoft 365, Entra ID, Intune, Cloud PCs, and Single Sign-On
• Troubleshoot firewalls, site-to-site VPNs, DNS, DHCP, and general network connectivity
• Handle user onboarding, offboarding, permissions, and endpoint configuration
• Assist with firewall upgrades, data migrations, and other infrastructure projects
• Communicate directly with clients and maintain clear ticket documentation
• Participate in a light, paid on-call rotation
What We Are Looking For
• MSP experience supporting multiple client environments is required
• 2+ years of hands-on IT support experience with strong Level 2 troubleshooting ability
• Experience with Microsoft 365, Entra ID, Intune, and endpoint administration
• Working knowledge of firewalls, VPNs, DNS, DHCP, and networking fundamentals
• Ability to independently troubleshoot issues and communicate clearly with clients
• Strong initiative, organization, and desire to continue developing technically
• Must live in the NYC metro area and have reliable transportation for client visits
Benefits and Perks
• $65,000 to $75,000 salary based on experience
• Hybrid WFH schedule with 3 to 4 remote days per week
• Company laptop plus $1,000 home office allowance
• No traditional PTO tracking
• Flexible maternity and paternity leave
• 401(k) with non-elective company contribution and immediate vesting
• Medical coverage with buy-up and HSA options
• Short-Term and Long-Term Disability, Life, Critical Illness, Accident, and Cancer Insurance
• Full reimbursement for successfully completed technical certifications
• Paid stipend for light on-call responsibilities
• AI-enabled ticketing and documentation tools designed to reduce administrative work and give engineers more time to solve technical problems
$75k - $85k
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