Level 2 Support Engineer / Matthews, NC

About the role

A small IT managed service provider in the Charlotte area (Matthews, NC) is hiring a Level 2 Support Engineer to join their team. This role serves as an escalation point for Level 1 support, helping resolve complex issues, reduce repeat incidents, improve client environments, and deliver a high-quality user experience.

Responsibilities

• Provide advanced technical support across modern Microsoft 365, cloud, endpoint, network, and security environments.
• Serve as an escalation point for Level 1 support, resolving complex issues and improving client environments.
• Work onsite at client locations in the Charlotte area, 50% in-office and 50% onsite.
• Support Windows Server environments, Active Directory, Group Policy, DNS, DHCP, file shares, print services, and hybrid infrastructure.
• Manage Microsoft Entra ID and Intune for identity, access, endpoint management, device compliance, configuration profiles, and application deployment.
• Investigate root cause, identify patterns, and recommend long-term fixes for technical issues.
• Ensure backups and disaster recovery solutions are in place and maintain basic cybersecurity hardening practices.
• Communicate clearly and effectively with clients, explaining technical issues in plain language.

Requirements

The ideal candidate will have 3+ years of IT support, systems administration, or Managed Service Provider (MSP) experience, with hands-on Level 2 escalation responsibilities. Strong Microsoft 365 administration experience, including Exchange Online, Teams, SharePoint, OneDrive, licensing, permissions, and collaboration support is required. Experience supporting Windows Server environments, Active Directory, Group Policy, DNS, DHCP, file shares, print services, and hybrid infrastructure is essential. Working knowledge of Microsoft Entra ID and Intune for identity, access, endpoint management, device compliance, configuration profiles, and application deployment is necessary. Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPN, wireless, routing, switching, and firewall concepts is required. Experience with backup and disaster recovery solutions, endpoint protection, security alerts, and basic cybersecurity hardening practices is important. Strong troubleshooting skills with the ability to investigate root cause, identify patterns, and recommend long-term fixes instead of temporary workarounds are crucial. A customer-focused mindset with clear verbal and written communication is a must-have.

Skills

• Strong working knowledge of Microsoft 365, Microsoft Entra ID, Intune, Windows environments, networking, VoIP, endpoint security, and practical automation.

Benefits

Contract Duration: 6 Months – Contract to Hire

Pay

TBD

Schedule

50% in office, 50% onsite at customer locations in the Charlotte area