Tier 2 MSP Technical
Core
Troubleshoot escalated hardware, software, and network issues for small business clients while supporting Microsoft 365 services and configuring networking equipment.
Role type
Tier 2 MSP Technical Support Engineer
Builds
IT infrastructure, security, and VCIO support for small business clients
Domain
Managed IT Services / Small Business
Deliverable
client delivery
Required skills
Microsoft 365 administration, core networking fundamentals, Windows desktop support, firewall configuration, Wi-Fi access point configuration, ticket documentation, hardware troubleshooting, PowerShell scripting, VPN management
Preferred skills
Meraki, Ubiquiti, or SonicWALL experience, virtualization tools (VMware or Hyper-V), RMM/PSA platforms, IT certifications (CompTIA or Microsoft)
Technologies
Azure, Hyper-V, Microsoft 365, Network, PowerShell, SharePoint, VPN, VMware, Windows, Office 365, Cloud
Responsibilities
Troubleshoot and resolve escalated hardware, software, and network issues passed up from Tier 1; Support Microsoft 365 services including user access, mailbox issues, Teams, and SharePoint; Assist with configuring firewalls, Wi-Fi access points, and other networking equipment; Maintain accurate documentation for tickets, resolutions, and client environments; Collaborate with senior engineers on larger initiatives and migrations as needed; Handle sales of new technology hardware and software
Seniority
Mid-level, hands-on IC