T2 SERVICE DESK ENGINEER - REMOTE

Position Summary We are seeking a skilled and dependable Tier 2 Service Desk Engineer to support our managed services clients in a fast-paced MSP environment. This role focuses on resolving escalated tickets from Tier 1, handling moderately complex technical issues, and contributing to consistent, high-quality service delivery. The ideal candidate has strong troubleshooting skills, understands MSP workflows, and is comfortable working directly with clients while collaborating closely with Tier 1 and Tier 3 teams. Key Responsibilities Ticket Resolution & Escalations • Serve as the primary escalation point for Tier 1 technicians • Resolve Tier 2 support tickets involving servers, endpoints, networking, and cloud services • Own tickets from escalation through resolution, ensuring clear communication and documentation • Identify recurring issues and recommend permanent fixes Technical Support • Troubleshoot and support Windows Server environments, including Active Directory, Group Policy, DNS, and DHCP • Support Microsoft 365 services including Exchange Online, Teams, and SharePoint • Assist with networking issues involving firewalls, VPNs, switches, and connectivity • Support virtualization platforms such as VMware and/or Hyper-V Client Communication • Communicate directly with clients to provide updates, explain issues, and confirm resolution • Maintain a professional and calm demeanor during escalations and outages • Set and manage client expectations throughout the support process Documentation & Process • Document resolutions, configurations, and troubleshooting steps in the PSA and documentation systems • Contribute to knowledge base articles and SOP improvements • Follow established service desk processes and escalation procedures Required Qualifications • 3–5 years of IT support experience, preferably in an MSP environment • Strong working knowledge of Windows Server, Active Directory, and Microsoft 365 • Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs, firewalls) • Experience working with PSA/RMM tools (ConnectWise, Autotask, Datto, etc.) • Proven ability to manage multiple tickets and priorities simultaneously Preferred Qualifications • Experience supporting virtualization platforms (VMware, Hyper-V) • Familiarity with endpoint security tools and patch management • Relevant IT certifications (CompTIA Network+, Microsoft, etc.) • Prior experience mentoring or assisting Tier 1 technicians Professional Competencies • Strong problem-solving and troubleshooting skills • Detail-oriented with excellent documentation habits • Team-oriented mindset with a willingness to collaborate • Customer-focused approach to service delivery What Success Looks Like • Timely resolution of escalated tickets • Reduced repeat issues through proper troubleshooting and documentation • Strong collaboration with Tier 1 and Tier 3 teams • Consistent SLA adherence and high client satisfaction