Tier 2 Support Engineer (MSP) – Hybrid

Location: Manhattan, New York (Chelsea)

Work Arrangement: Hybrid – 3 Days Onsite / 2 Days Remote

Salary: $65,000–$80,000 Annually

Employment Type: Full-Time | Direct Hire

About the Opportunity: We are seeking a motivated Tier 2 Support Engineer to join an established Managed Service Provider (MSP) in Manhattan, NY.This opportunity is ideal for an IT professional with hands-on MSP experience who enjoys troubleshooting technical issues, supporting multiple client environments, and delivering exceptional customer service. The position offers a combination of remote technical support, onsite client support, and exposure to a variety of technologies, including Microsoft 365, Azure, Entra ID, Google Workspace, networking, Windows, and macOS environments. The ideal candidate is a proactive, customer-focused engineer who takes ownership of technical issues, maintains strong documentation practices, and enjoys working in a fast-paced MSP environment. Previous MSP experience is required.

Key Responsibilities: Provide Tier 2 technical support across multiple MSP client environments. Troubleshoot and resolve issues involving desktops, laptops, servers, networks, applications, and cloud services. Administer and support Microsoft 365, Exchange Online, Microsoft Entra ID, and Google Workspace. Troubleshoot Windows 10/11 and macOS operating systems. Manage user onboarding and offboarding, including account provisioning, permissions, and device configuration. Support Active Directory, Windows Server, and basic domain administration. Diagnose networking issues involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, LAN/WAN connectivity, and firewalls. Support Apple devices, including macOS, Apple Business Manager, and mobile device management solutions. Troubleshoot mobile devices, including iOS and Android. Utilize RMM tools for remote troubleshooting, system monitoring, patch management, scripting, and endpoint maintenance. Manage support tickets, document resolutions, and maintain accurate time entries using PSA platforms. Create and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles. Identify recurring technical issues and recommend process improvements. Provide onsite technical support to clients throughout the NYC and Northern New Jersey areas as needed. Collaborate with senior engineers to resolve escalated issues and improve client environments. Maintain strong client relationships through professional communication and timely issue resolution.

Required Qualifications: Previous professional experience working for a Managed Service Provider (MSP).Hands-on experience resolving Tier 2 technical support issues across multiple client environments. Strong Microsoft 365 administration and troubleshooting experience. Working knowledge of Microsoft Azure, Entra ID, and Exchange Online. Experience supporting Windows 10/11 and Microsoft Office applications. Strong networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, LAN/WAN, and the OSI model. Experience troubleshooting desktops, laptops, printers, mobile devices, and peripherals. Familiarity with Active Directory, domain environments, and basic Windows Server administration. Experience supporting Google Workspace environments. Strong customer service skills and the ability to communicate effectively with technical and nontechnical users. Excellent ticket documentation, organization, and time management skills. Ability to independently troubleshoot technical issues and manage competing priorities. Willingness to provide onsite support at client locations throughout the NYC/NJ area. Ability to work onsite in Manhattan three days per week.

Certifications: Candidates should hold relevant industry certifications, including: CompTIA A+CompTIA Network+CompTIA Security+Additional certifications in Microsoft 365, Azure, Entra ID, Apple/macOS, networking, or cybersecurity are highly valued.

Preferred Qualifications: Experience with Autotask PSA.Experience with Datto RMM.Familiarity with SonicWall firewalls. Experience administering Microsoft Intune. Experience supporting Apple Business Manager and macOS devices. Previous experience supporting financial services clients. Microsoft 365 or Azure certifications. Experience working in high-volume MSP service desk environments.

Base Salary: $65,000–$80,000 annually, depending on experience and technical qualifications. Health insurance Dental insurance Vision insurance 401(k) retirement plan 401(k) company matching Flexible Spending Account (FSA) Health Savings Account (HSA) Paid time off Professional development assistance Employee discount programs Work Location & Schedule

Hybrid: Manhattan, NY (Chelsea)