Level 2/3 Managed Services Engineer at QUALITECH… · .mosaic-p…

Job Overview
We are seeking a highly experienced level 2/3 Managed Service Provider (MSP) Engineer to join our growing team. This role is ideal for a seasoned professional who thrives in fast-paced, multi-client environments and has a strong background in Microsoft cloud technologies, RMM platforms, cybersecurity, and end-user support.

You will be responsible for managing, maintaining, and supporting a diverse client base, ensuring stability, security, and performance across all environments.

Responsibilities

• Provide advanced technical support across multiple client environments (Tier 2/3)
• SharePoint Online
• OneDrive
• Azure / Entra ID
• Intune (endpoint management & compliance)
• Microsoft Purview (compliance & data governance)
• Administer and monitor RMM platforms for proactive maintenance and alerting
• Perform system deployments, migrations, and upgrades (cloud & hybrid environments)
• Manage backup and disaster recovery solutions (including Dropsuite or similar platforms)
• Respond to and resolve support tickets within SLA guidelines using ticketing systems
• Provide remote troubleshooting and on-site support when required
• Endpoint protection
• Email security
• MFA and identity security
• Vulnerability remediation
• Document processes, configurations, and client environments
• Collaborate with internal team members and escalate issues when necessary
• Participate in on-call rotation as needed
• Manage computer systems including desktop support, server administration (Windows Server), and computer hardware maintenance.
• Configure and maintain network components such as LAN, VPNs, firewalls, DNS, TCP/IP protocols, and wireless solutions like Meraki.
• Utilize tools like SCCM, GPO, Active Directory, BMC Remedy, ServiceNow, Jira for system management and ticketing workflows.
• Support IT infrastructure including network administration, mobile device management, and cloud-based services.
• Assist in security configurations such as firewall rules, VPN access controls, and network segmentation to safeguard client data.
• Collaborate with cross-functional teams to analyze issues using analysis skills and develop effective solutions promptly.
• Document all support activities thoroughly in help desk systems and communicate clearly with clients to ensure high customer satisfaction.

Experience

• 5+ years of experience in an MSP or multi-client IT environment (at level 2/3)
• Microsoft 365 ecosystem (SharePoint, OneDrive, Azure, Intune, Purview)
• RMM tools (ConnectWise, Datto, NinjaOne, or similar)
• PSA/ticketing systems (Atera, ConnectWise Manage, Autotask, etc.)
• Windows Server & desktop environments
• Networking fundamentals (DNS, DHCP, VPNs, firewalls)
• Active Directory & Azure AD
• Proven experience with remote support and troubleshooting
• Experience with backup solutions (Dropsuite or equivalent)
• Strong cybersecurity awareness and implementation experienceProven experience in IT support roles with a focus on desktop support and network administration.
• Strong knowledge of operating systems including Windows (Windows 10/11), macOS
• Hands-on experience troubleshooting computer networking concepts such as TCP/IP, DNS, DHCP, LAN/WAN configurations.
• Familiarity with enterprise tools like SCCM (System Center Configuration Manager), GPO (Group Policy Objects), Active Directory management.
• Experience supporting mobile devices and remote access solutions such as VPNs and remote desktop protocols.
• Knowledge of security practices involving firewalls, VPNs, and network security protocols like TCP/IP.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.

Pay: $25.00 - $35.00 per hour

Benefits:

• Health insurance
• Paid time off

Work Location: Hybrid remote in Staten Island, NY 10306