MSP Support Engineer L2

Job Description

Our Driving Force

We Do Whats Right When No One Is Looking.

This simple ideology stands at the core of everything we do, guiding our commitment to providing exceptional IT services for our clients, internal and external.

Company Overview: Simplify IT A-Z is a dynamic and forward-thinking technology solutions provider that empowers small to medium-sized businesses through streamlined IT processes. Our commitment to exceptional service and innovative solutions allows our clients to thrive in the complex digital landscape.

Job Title: MSP Support Engineer - L2

Position Overview: We are seeking a skilled MSP Support Engineer to join our team. This role is essential in delivering advanced technical support and ensuring the smooth operation of our client's IT systems. This is a level 2 role where you will be expected to handle both basic and complex IT problems, including high-visibility issues with clients, assisting with escalations from level 1 MSP Support Engineers, helping with mentoring, and setting an example for junior engineers while effectively troubleshooting and resolving technical issues.

Our Culture

Caring Leadership: We prioritize your well-being and growth.

Supportive Teamwork: We value collaboration and commitment.

Growth-Driven Environment: Your ambition is your only limitation.

Teamwork Makes the Dream Work: A team that genuinely covers each others back

Learning Mindset: We fail forward.

Client Partnerships: We see clients as partners and friends.

Accessible Leadership: Direct dialogue with management is encouraged.

Balanced Professionalism: We combine a relaxed atmosphere with professional excellence.

Home-Like Workplace: We foster a supportive, inclusive environment.

Work-Life Balance: We respect personal time and strive for balance.

Dynamic Pace: Embrace our fast-paced and exciting work environment.

Integrity: We Do Whats Right When No One Is Looking.

Who We Want to Work With

Positivity: Not every day is easy but looking on the bright side and always looking for the positive in every scenario is crucial in this field. Maintaining composure and searching for the positive side of the coin is at the heart of what we do.

Ambition: Individuals who dont wait to be told what to do, who are constantly seeking out knowledge and opportunities to grow,

Self-Starter: Individuals who OWN their day, taking accountability for their tickets, their issues, their customers, their mistakes, and their wins.

Grit and Tenacity: Individuals who are not afraid to jump in the deep end to explore unknown waters, uncover and dive into tasks outside their comfort zone, approach challenges with a smile, and remain persistent in the face of adversity.

Team-Player: Individuals who understand the importance and power of a team environment. Someone who is not above taking out the trash or fixing that darn printer. Supporting your colleagues and stepping up to the plate to go up to bat for your team is essential.

Dependability: Individuals who do what they say they are going to do, see an issue through to the end, and understand their role in any given circumstance

Perspective: Individuals who come with or without experience but are open-minded and willing to view perspectives other than their own

Responsibilities:

Technical Support: Offer troubleshooting for basic and complex hardware, software, network and SaaS issues. Most services are remote, with occasional on-site visits.

Client Interaction: Communicate effectively with clients to gather information and provide timely updates. Ensure decisions benefit clients and reflect our commitment to integrity.

Client Relationships: Build strong, professional rapport with clients.

Client Projects: Participate in project work to optimize client IT operations.

Schedule Management: Independently manage your schedule, prioritize tasks, and maintain client communications.

Ticket Escalations: Act as an escalation point for Level 1 engineers, guiding them and aiding their professional development.

Documentation: Maintain detailed ticket documentation within our system.

Process Improvement: Identify and implement solutions for recurring issues to boost operational efficiency.

SOP Development: Contribute to the development and maintenance of knowledge-base articles.

Qualifications:

Required

3+ years in a help desk or technical support role, preferably with experience in Level 2 support or an MSP environment.

Strong understanding of IT systems, networks, and best practices

Strong understanding of backups, disaster recovery, and business continuity

Strong understanding of basic network concepts (LAN/WAN/VPN) and SaaS technologies.

Proficiency in Windows and Mac operating systems

Proficiency in Microsoft 365, SharePoint, Entra ID, Intune, and Microsoft Defender management

Proficiency with ticketing systems and documentation tools.

Excellent communication, analytical, and problem-solving skills.

You must possess a valid driver's license, proof of insurance, and a clean driving record. Ability to pass a background check and eligibility to work in the USA.

Preferred

Experience managing ThreatLocker endpoint security

Experience with cybersecurity practices, including firewalls, EDR/MDR, and encryption

Knowledge of scripting languages, PowerShell, Bash, etc.

Experience managing backup products

Experience managing Mobile Device Management, preferably Addigy

Experience managing the Unifi ecosystem, i.e., firewalls, switches, access points, phones, cameras, etc.

Experience supporting Tax/Accounting software such as Drake, UltraTax, Thomson Reuters

Familiarity with VoIP systems and concepts

Familiarity with DNS management and email delivery concepts

Familiarity with ITIL foundation frameworks and IT operations methodology

Hybrid Role + Travel

Approximately 80% remote in-office and 20% on-site support. Option for two days of remote work (weekly) after 90 days of employment. Clients are in Maricopa County.

Compensation + Benefits

$55-65k annual salary, depending on experience

Hybrid role

Professional development and growth opportunities

Health Insurance

401k (after 1 year of employment)

Full-time