About the Role

We are a managed IT and security services provider (MSP/MSSP) seeking a strong L2/L3 IT Services Engineer to support our managed services and security operations team. You will work directly across multiple client environments, owning escalations, maintenance, and client relationships while partnering with our help desk and NOC. This is a hands-on, client-facing engineering role for someone who is broad across the stack but has genuine depth in a few areas.

What You’ll Do

• Serve as primary engineer for a set of assigned clients — build and maintain those relationships and act as their main technical point of contact.
• Triage and resolve L2/L3 support requests across phone, email, and ticketing; manage queues to meet/exceed SLAs.
• Handle NOC-related tickets and alert response: server-down notifications, performance issues, event log alerts, failed backups, EDR alerts, vendor and renewal items.
• Perform monthly client maintenance: backup verification, firmware/patch status, network performance, documentation.
• Troubleshoot end to end: user administration, workstations, servers, networking, virtualization, printers, mobile/handheld devices, storage, and wireless.
• Stage, deploy, and decommission systems and virtual hosts (including secure data wipes).
• System and network administration: virtualization hosts, switches, firewalls, storage, and supporting client and internal infrastructure.
• Maintain accurate client documentation in IT documentation platforms.
• Participate in an on-call rotation (one-week rotation monitoring after-hours alerts).
• Support security and compliance tasks and awareness (e.g., SOC 2, HIPAA).

Required

• ~2+ years in an MSP / MSSP environment supporting multiple client organizations. This is a hard requirement — candidates from internal-IT-only backgrounds are not a fit for this role. Ideal candidates are currently at an MSP, or no more than a couple of years removed from MSP work.
• L2/L3-caliber troubleshooting across Windows environments; self-sufficient on escalations.
• Virtualization depth — VMware and/or Hyper-V.
• Entra ID / Intune administration.
• Solid, self-sufficient networking — DNS, DHCP, TCP/IP, VPN, firewalls, routing fundamentals. (Expert-level networking is not required.)
• Active Directory and Microsoft 365 administration; Windows Server; remote access/VPN; backups; network printing.
• Genuine “jack of all trades” breadth with real depth (mastery) in 1–3 areas.
• Strong customer-service orientation and clear written/verbal communication.

Nice to Have

• Linux familiarity (administration of Linux-based systems).
• Security/compliance exposure (SOC 2, HIPAA).
• Cloud platform experience (Azure, AWS).
• Relevant certifications (Network+, Security+, Microsoft/Azure, VMware, etc.).

Compensation & Benefits

• Base $68K–$75K DOE.
• Monthly utilization-based bonus (typical ~$8K/year, with upside for exceeding utilization targets).
• Medical, dental, vision, and life insurance.
• PTO + 10 paid holidays.
• 401(k).
• Continuing education and certification support.

Location & Working Conditions

• Hybrid: remote-friendly, with a couple of days per week in-office for equipment staging and installation prep — candidates should be local to the [metro area / city].
• On-call rotation; occasional travel to client sites for implementations.
• Must be able to lift and transport equipment; may sit for prolonged periods.
• May occasionally work outside regular business hours for critical issues or maintenance windows.