IT Support Engineer (Tier 2 - Help Desk)

1. About Our Client:

The organization operates in the managed service provider (MSP) space, addressing the demand for reliable IT support across diverse client environments. It focuses on delivering technical support for desktops, servers, networking, and critical business applications. By providing scalable and responsive IT services, the program helps clients maintain operational continuity and resolve complex technical challenges efficiently.

2. About the Opportunity:

The IT Support Engineer (Tier 2 – Help Desk) will act as a key escalation point for technical issues, managing both routine and complex support requests. This role is responsible for ensuring timely resolution of problems, maintaining service level agreement (SLA) compliance, and contributing to client satisfaction. The position requires a strong foundation in MSP operations and technical expertise to support varied client systems reliably.

3. Responsibilities:

• Serve as Tier 2 escalation for basic and complex IT issues

• Troubleshoot desktops, applications, servers, networking, virtualization, and domain services

• Provide advanced support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication

• Support specialized dental and medical equipment software and hardware

• Resolve connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure

• Manage customer issues from intake through resolution while meeting SLA requirements

• Conduct root cause analysis to prevent recurring problems

• Escalate unresolved issues to senior engineers or vendors as needed

• Document solutions to enhance shared knowledge

4. Requirements:

• Minimum 5 years of IT support experience, with at least 3 years in a Tier 2 or higher role; MSP experience preferred

• Associate’s degree or higher in Computer Science, IT, Systems Engineering, or equivalent professional experience preferred

• Proficient with Windows OS, Microsoft 365 administration, Active Directory/AD Sync, and domain/permissions management

• Experience with RMM tools and PSA/ticketing systems

• Strong knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, VLANs, routing protocols, firewalls, and wireless

• Hands-on experience with virtualization, terminal servers, and remote app delivery

• Skilled in troubleshooting software and hardware, including vendor-specific and third-party applications

• Excellent communication, documentation, and client service skills

• Ability to multitask, prioritize, and manage workload effectively in a fast-paced environment

• Relevant certifications (Microsoft, Cisco, CompTIA) are a plus

• Dental IT support experience is highly desirable

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

6. Benefits & Perks:

• Medical, Dental, and Vision benefits with employee premiums covered at 80-100%

• Paid time off plus public holidays

• Training and development opportunities

• 401(k) plan

• Life insurance

• Hybrid work environment offered if local to West Chester, PA, otherwise fully remote

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.