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About the Role
The Tier 2 Managed Services Engineer handles escalated technical issues, advanced troubleshooting, and daily support for managed services customers, ensuring client systems are stable, secure, and optimized. This role is for a highly technical, customer-focused individual comfortable in a fast-paced MSP environment.
Responsibilities
- Provide Tier 2 support via phone, ticketing system, email, and remote tools.
- Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
- Own tickets through to resolution, ensuring timely communication and proper documentation.
- Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer.
- Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).
- Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services.
- Perform user and group administration across various systems.
- Assist with management of switches, firewalls, wireless, VPN, and other network devices.
- Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues.
- Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management).
- Participate in implementation and upgrade projects (migrations, standardization, new deployments).
- Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles.
- Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions.
- Assist in responding to security-related alerts and incidents following established playbooks.
- Follow best practices and policies for system hardening, access control, and data protection.
- Mentor Tier 1 technicians and help elevate overall team capability.
- Provide feedback to improve tools, processes, and service delivery.
- Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism.
Requirements
- 3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent).
- Strong experience with Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+).
- Strong experience with Active Directory, DNS, DHCP, Group Policy.
- Strong experience with Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings).
- Strong experience with Remote support tools and RMM/monitoring platforms.
- Solid understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts.
- Experience troubleshooting common business applications, printers, and peripherals.
- Excellent customer service, communication, and documentation skills.
- Ability to prioritize and manage multiple tickets and tasks in a high-volume environment.
- Must be authorized to work in the United States.
- Experience working for a Managed Services Provider (MSP) or in a multi-client support environment.
- Hands-on experience with Microsoft Azure, Intune/Endpoint Manager, or other cloud platforms.
- Hands-on experience with common firewall vendors (e.g., Watchguard, Fortinet, Palo Alto, etc.).
- Hands-on experience with backup/DR solutions and virtualization (Veeam, Commvault, Datto, VMware, Hyper-V).
- Hands-on experience with security tools (EDR, email security gateways, web filters).
- Strong analytical and problem-solving skills with a structured approach.
- Customer-focused mindset with the ability to explain technical issues in business-friendly terms.
- Self-motivated and able to work independently in a remote environment.
- Team player who collaborates effectively across functions and levels.
- Willingness to learn new technologies and continuously improve.
Skills
- Windows Server
- Windows Desktop
- Active Directory
- DNS
- DHCP
- Group Policy
- Microsoft 365
- Exchange Online
- Teams
- OneDrive
- Remote Support Tools
- RMM
- Monitoring Platforms
- TCP/IP Networking
- VLANs
- VPN
- Firewall Concepts
- Troubleshooting Business Applications
- Troubleshooting Printers
- Troubleshooting Peripherals
- Customer Service
- Communication
- Documentation
- Ticket Management
- Task Management
- Microsoft Azure
- Intune/Endpoint Manager
- Cloud Platforms
- Firewall Vendors
- Backup Solutions
- Disaster Recovery Solutions
- Virtualization
- Veeam
- Commvault
- Datto
- VMware
- Hyper-V
- Endpoint Detection and Response (EDR)
- Email Security Gateways
- Web Filters
- Problem-Solving
- Analytical Skills
Location
- New York Region
Work Type
- Full-time
- Onsite
Experience Level
- Tier 2
- 3+ years
Education Level
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
Benefits
- Paid time off
- Paid holidays
- Floating holidays
- Bonus potential
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) with employer match
- Life insurance
- Disability insurance
- Full reimbursement for approved professional certification
- Full reimbursement for career enriching opportunities
About the Company
- Magna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to enterprise customers nationwide.
- We integrate advancements in technology and processes to drive businesses forward.
- As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24/7/365.
- Our passion is to help companies function better, faster, and smarter.
- We offer an exciting and collaborative environment, with growth potential.
- For more information, visit our website at www.magna5.com.