Help Desk Engineer Tier 2 (Partial WFH / MSP)

Job Description

We are a fast growing Managed Service Provider supporting mid sized businesses with a strong focus on cybersecurity, cloud, and SaaS. We are privately held and founder led with a culture built on loyalty, innovation, and long term growth. We are looking for an L2 Client Support Engineer with MSP experience who enjoys working directly with clients and taking ownership of issues from first response through resolution.

This is a hybrid work from home role based in Boston. You will split time between remote support and onsite client visits as needed. The right person is a self starter who thrives in a fast paced environment, communicates clearly, and can troubleshoot servers, networks, and applications with confidence.

What You Will Do

• Respond to client support requests via phone, email, and onsite visits

• Troubleshoot issues across servers, networks, and applications both remotely and in person

• Perform software and application deployments and support rollouts

• Support Windows Server and Active Directory tasks and day to day administration

• Maintain and troubleshoot network devices including switches and firewalls

• Follow change control processes and document work clearly in the ticketing system

• Contribute to projects, deployments, and client upgrades

• Participate in an on call rotation and handle after hours tasks as needed

• Conduct routine onsite visits for support and maintenance

What You Bring

• MSP experience required with 2 plus years in IT support or systems administration

• Strong troubleshooting skills and the ability to resolve issues independently

• Client first communication with a professional calm approach

• Experience with Windows Server, Active Directory, and networking fundamentals

• Comfort supporting cloud technologies in client environments

• Ability to build strong client relationships and manage priorities under pressure

• Authorized to work in the US

Pay and Benefits

• Health insurance covered 100%

• Dental and vision coverage

• Hybrid WFH

• Generous PTO policy

• $50 per month phone reimbursement

• 401k with Safe Harbor match

• Certification reimbursement and internal training programs