Full Job Description
Power Consulting Group is a fast-growing, NYC-based Managed IT Service Provider supporting small and mid-sized businesses across a wide range of industries. For more than 20 years, we have provided managed IT support, cloud services, endpoint management, Microsoft 365 administration, network support, cybersecurity, and technology consulting.
We are looking for an experienced Tier 2 Technical Support Engineer to join our Managed Services team. This role is ideal for someone who has real MSP helpdesk experience, understands the pace of supporting multiple clients, and takes ownership of tickets from troubleshooting through resolution.
Prior experience working on an internal MSP service desk supporting multiple unrelated client environments is required. Experience as outsourced support dedicated to one large client does not meet this requirement.
Position Summary
The Tier 2 Technical Support Engineer is responsible for handling escalated support requests, troubleshooting complex technical issues, supporting Windows and macOS environments, maintaining strong client communication, and documenting work clearly in our PSA.
This role requires strong technical troubleshooting skills, excellent customer service, and the ability to manage multiple tickets while maintaining accurate notes, time entries, and follow-up.
RESPONSIBILITIES:
- Provide Tier 2 support for client users, systems, applications, networks, and cloud services.
- Troubleshoot and Administer Microsoft 365, Entra ID, and Google Workspace issues.
- Support user onboarding, offboarding of users and devices from end to end.
- Support macOS devices, ABM-related workflows, and Apple MDM-managed devices.
- Troubleshoot and Support Desktop/Laptop/Network/Mobile Device/Peripheral & Applications
- Perform network troubleshooting involving DNS, DHCP, VPN, Wi-Fi, LAN/WAN connectivity, and firewall basics.
- Use RMM tools to perform remote support, monitoring, patching, scripting, and endpoint management tasks.
- Maintain accurate ticket notes, time entries, statuses, priorities, and client communication in Autotask.
- Create and improve internal documentation, client-facing notes, SOPs, and knowledge base articles.
- Identify recurring issues and recommend process, documentation, or automation improvements.
- Go onsite to various clients in the NYC/ NJ Area to provide onsite support when the need arises
CANDIDATE: IT problem solver with 3+ years professional experience
REQUIRED TECHNICAL SKILLS:
- Microsoft 365/ Azure/ MS Entra/ Exchange Online / Google Workspace administration basics
- Highly proficient and experience in Windows 10/11 & Mac OSX support and troubleshooting
- Desktop/Laptop hardware and peripheral troubleshooting
- IP/ LAN/WAN/ DNS experience & troubleshooting
- MS Office/Office 365 /Google Workspace support and troubleshooting
- MS Active Directory/Domain basics/ Server environment basics
- Mobile iOS & Android device support and troubleshooting
- Network+ Certified
- Security+ Certified
- A+ Certified
REQUIRED PROFESSIONAL SKILLS:
- Superior verbal and written communication skills
- Top-class customer service skills
- Excellent documentation, reporting, and planning skills
- Conscientious, detail-oriented, thorough, and consistent
- Professional demeanor and appearance; punctual, team player
- Outstanding people skills
- Ambition and passion for learning and teaching
PREFERRED EXPERIENCE WITH:
- Autotask
- DattoRMM
- SonicWall
- Intune
Preferred Certifications
- Microsoft 365
- Microsoft Azure / Entra
- Apple or macOS support
- DattoRMM
- SonicWall
Job Type: Full-time
Pay: $60,000.00 – $80,000.00 per year DOE
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Schedule:
Education:
- High school or equivalent (Preferred)
Experience:
- Professional IT: 3 years (Required)
- MSP: 2 year (Required)
Work Location
This is a hybrid role based in New York, NY 10001.
- 3 days per week in the NYC office
- 2 days per week remote
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
- Have you worked on an internal helpdesk (not outsourced dedicated to a particular client) at a Managed Service Provider (MSP)
- Are you currently Network+ certified?
- Are you currently Security+ certified?
- Do you have hands-on experience supporting both Windows and macOS environments?
- Are you currently A+ certified?
- Do you have experience with Microsoft Entra ID (formerly Azure AD)?
Experience:
- MSP help desk : 2 years (Required)
- Microsoft 365 Administrator: 3 years (Required)
- Professional IT Support: 3 years (Required)
Ability to Commute:
- New York, NY 10001 (Required)
Work Location: Hybrid remote in New York, NY 10001
