L2 - MSP Support Engineer - USA

Role Focus

This is a service -delivery seat, not a project or implementation role. The successful candidate will spend the majority of their day on the phone and in tickets with end users, working through Tier 2 issues, escalating cleanly to senior engineers when warranted, and keeping our RMM and PSA hygiene in good order. Strong phone etiquette, a calm professional manner, and the ability to communicate clearly with non -technical end users are weighted heavily.

Required Experience

• Minimum 3+ years in an MSP / managed services consulting environment (multi -tenant client exposure preferred over single -organization IT).
  
• Demonstrated competency troubleshooting Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune basics) and Microsoft Azure tenant administration at the support level.
  
• Working knowledge of Google Workspace administration and end -user support.
  
• Day -to -day support experience with collaboration platforms — Microsoft Teams, Slack, and Zoom.
  
• Line -of -business application support: ability to troubleshoot third -party business apps in conjunction with vendor support.
  
• Hands -on with at least one RMM platform and one PSA platform; comfortable with ticket discipline, time entry, and documentation.
  
• Experience monitoring and responding to: backup job status, EDR / security alerts, and network -event notifications.
  

Preferred Certifications

One or more of the following is preferred but not required:

• CompTIA Network+
  
• CompTIA Security+
  
• Cisco CCNA
  
• Microsoft MCSE or current equivalent (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate)
  

Soft Skills & Working Style

• Excellent phone etiquette and written communication — this is a client -facing seat.
  
• Strong ticket discipline; updates tickets in real time and closes loops with end users.
  
• Calm under pressure during outages and security events.