Technical Support Engineer II - Hybrid

Why MSP Experience Matters

MSP experience is strongly preferred. Unlike internal IT roles that support a single organization with one technology stack and familiar users, MSP technicians manage multiple client environments with varying technology stacks, priorities, and service expectations all in a single day. Success in this role requires the ability to pivot and adapt to different client environments quickly, requires strong troubleshooting, communication, documentation, and accountability.

What You Will Do

• Resolve escalated support requests and complex technical issues.
• Handle break/fix issues, application installations, and user-level configuration changes.
• Troubleshoot Windows, macOS, Microsoft 365, networking, server, and cloud-related problems.
• Provide remote and onsite support for client environments.
• Configure and support Windows Server 2016, 2019, and 2022 environments.
• Assist with Hyper-V host setup, server administration, networking, and security tasks.
• Troubleshoot and deploy SonicWall firewalls.
• Manage networking switches and access points.
• (Datto Experience PLUS!) Support Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and other modern technologies implemented across client environments.
• Provide guidance and mentorship to Level I technicians.
• Collaborate with the technical team to deliver exceptional service to clients.
• Escalate tickets appropriately and contribute to shared technical knowledge.
• Use Autotask ticketing system to document, monitor, update, and escalate tickets accurately and on time.
• Maintain and update the documentation platform so procedures, configurations, and client details remain current.
• Ensure clients receive clear, professional communication throughout the support process.

Requirements

• CompTIA A+ and/or Network+ required. If not currently held, it must be obtained within 6 months of employment.
• MD‑102 preferred

Technical Skills

• Strong knowledge of Windows 10/11 and macOS
• Strong knowledge of Windows Server 2016, 2019, and 2022
• Working knowledge of SonicWall firewalls, Datto Networking, and core networking concepts
• Working knowledge of on-premise SharePoint administration
• Working knowledge Microsoft 365 Office Suite and cloud services including Intune
• Experience with Azure and/or AWS is a plus
• Experience with Datto BCDR and/or SaaS Backup is a plus
• Experience with VOIP telephony including Microsoft Teams is a plus

Professional & Soft Skills

• Exceptional written and verbal communication
• Ability to work independently and collaboratively
• Strong time‑management and organizational skills
• Ability to lift and transport equipment

Benefits

• Competitive salary: $30 - $35/hour
• Quarterly bonus eligibility: Earn up to 4% each quarter by meeting departmental KPIs and Metrics.
• Comprehensive coverage: Medical, Dental, and Vision coverage
• 401(k) plan with 4% company matching and immediate vesting
• Time Off That Actually Lets You Recharge: Generous PTO, Paid company holidays, Dedicated Birthday PTO and additional floating holiday for extra flexibility
• Education reimbursement for certification tests and access to company-supplied training resources. Receive a salary increase after successfully completing approved certifications
• Monthly cell phone stipend to support your connectivity needs
• Team culture: Fun events and opportunities to connect with colleagues