T2 Service Desk Engineer - Remote

Position Summary We are seeking a skilled and dependable Tier 2 Service Desk Engineer to support our managed services clients in a fast-paced MSP environment. This role focuses on resolving escalated tickets from Tier 1, handling moderately complex technical issues, and contributing to consistent, high-quality service delivery. The ideal candidate has strong troubleshooting skills, understands MSP workflows, and is comfortable working directly with clients while collaborating closely with Tier 1 and Tier 3 teams. Key Responsibilities Ticket Resolution & Escalations Serve as the primary escalation point for Tier 1 technicians Resolve Tier 2 support tickets involving servers, endpoints, networking, and cloud services Own tickets from escalation through resolution, ensuring clear communication and documentation Identify recurring issues and recommend permanent fixes Technical Support Troubleshoot and support Windows Server environments, including Active Directory, Group Policy, DNS, and DHCP Support Microsoft 365 services including Exchange Online, Teams, and SharePoint Assist with networking issues involving firewalls, VPNs, switches, and connectivity Support virtualization platforms such as VMware and/or Hyper-V Client Communication Communicate directly with clients to provide updates, explain issues, and confirm resolution Maintain a professional and calm demeanor during escalations and outages Set and manage client expectations throughout the support process Documentation & Process Document resolutions, configurations, and troubleshooting steps in the PSA and documentation systems Contribute to knowledge base articles and SOP improvements Follow established service desk processes and escalation procedures Required Qualifications 3–5 years of IT support experience, preferably in an MSP environment Strong working knowledge of Windows Server, Active Directory, and Microsoft 365 Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPNs, firewalls) Experience working with PSA/RMM tools (ConnectWise, Autotask, Datto, etc.) Proven ability to manage multiple tickets and priorities simultaneously Preferred Qualifications Experience supporting virtualization platforms (VMware, Hyper-V) Familiarity with endpoint security tools and patch management Relevant IT certifications (CompTIA Network+, Microsoft, etc.) Prior experience mentoring or assisting Tier 1 technicians Professional Competencies Strong problem-solving and troubleshooting skills Detail-oriented with excellent documentation habits Team-oriented mindset with a willingness to collaborate Customer-focused approach to service delivery What Success Looks Like Timely resolution of escalated tickets Reduced repeat issues through proper troubleshooting and documentation Strong collaboration with Tier 1 and Tier 3 teams Consistent SLA adherence and high client satisfaction