Level 2 Support Engineer
About the Role
Our client is an IT Managed Service Provider (MSP) looking to add an experienced Level 2 Support Engineer to join their client support team. In this role, you’ll troubleshoot and resolve a wide range of technical issues, support client infrastructure, and serve as an escalation resource for issues that require more experience than their Level 1 team can provide.
This is a great opportunity for someone who has built a solid foundation in IT support and is ready to take on more complex troubleshooting, greater client responsibility, and exposure to a broad range of technologies.
As an MSP, you’ll work across multiple client environments and industries — which means variety, continuous learning, and plenty of opportunities to expand your technical skills.
This Hybrid role will be based out of their Fairfax, VA office.
What You’ll Do
· Troubleshoot and resolve Level 2 support requests across a variety of client environments
· Serve as an escalation resource for Level 1 technicians and help them work through more complex technical issues
· Support and administer Windows Server, Active Directory, Group Policy, DNS/DHCP, and Microsoft 365 environments
· Manage Microsoft 365 administration, including users, licensing, Exchange Online, Teams, SharePoint, MFA, and security settings
· Troubleshoot desktops, laptops, servers, applications, printers, and other end-user technology
· Diagnose and resolve networking issues involving firewalls, VPNs, switches, wireless networks, and connectivity
· Support virtualization environments including VMware and/or Hyper-V
· Monitor and troubleshoot backup and disaster recovery systems and respond to alerts or failures
· Work with endpoint security, patching, antivirus/EDR, and other cybersecurity tools used across client environments
· Assist with technical projects including hardware and software deployments, Microsoft 365 migrations, workstation and server upgrades, new user/site setups, and infrastructure improvements
· Perform new user onboarding and offboarding, including account creation, permissions, licensing, and equipment configuration
· Identify recurring technical issues and work with senior engineers to develop longer-term solutions
· Communicate directly with clients to understand issues, explain resolutions, and keep them informed throughout the support process
· Document troubleshooting steps, client environment information, changes, and resolutions in the PSA/ticketing system
· Create and maintain technical documentation and knowledge-base articles
· Participate in an after-hours on-call rotation for critical client issues
· Escalate highly complex issues to Level 3 engineers when appropriate, providing clear documentation of troubleshooting already performed
What You Bring
· 3+ years of hands-on IT support experience, with experience working in a Managed Service Provider (MSP) environment strongly preferred
· Strong troubleshooting skills across Windows desktops and servers
· Hands-on experience with Active Directory, Group Policy, DNS/DHCP, and Microsoft 365 administration
· Working knowledge of Microsoft Azure/Entra ID and cloud-based environments
· Solid networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, firewalls, switches, and wireless networking
· Experience supporting virtualization technologies such as VMware and/or Hyper-V
· Familiarity with backup/disaster recovery and endpoint security solutions
· Ability to troubleshoot technical issues independently while knowing when and how to escalate
· Experience working with a ticketing or PSA system and documenting work accurately
· Strong organizational skills and the ability to manage multiple client issues and priorities
· Excellent communication skills and the ability to explain technical concepts in plain language to non-technical users
· A service-oriented mindset and genuine interest in helping clients solve problems
· A desire to continue learning and developing your technical skills
Nice to Have
· Previous experience working for an MSP
· Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft certifications, Cisco CCNA, or similar
· Experience with MSP tools such as ConnectWise, Autotask, Datto, Kaseya, NinjaOne, or similar platforms
· Experience supporting SonicWall, Fortinet, Cisco, Meraki, or similar networking technologies
· Exposure to Azure administration and cloud migrations
· PowerShell or other scripting/automation experience
· Exposure to cybersecurity and compliance frameworks such as HIPAA, CMMC, or NIST
Location
Northern Virginia (Fairfax area)
Hybrid environment
Salary range
$75,000 - $85,000
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Work Location: Hybrid remote in Fairfax, VA 22030
