IT Service Desk Engineer Tier 2

We are Managed Group: cybersecurity professionals, compliance experts, and trusted partners to the Defense Industrial Base. Our work supports national security, our culture values humility, joy, drive, and stewardship, and our people make the difference.

This position has a hybrid option, for up to 2 days remote/WFH.

Are you the go-to problem solver when technology gets tricky? Do you thrive in fast-paced environments where no two days look the same? If so, we’d love to meet you!

At MNS Group, we’re not just an IT services provider — we’re a cybersecurity-focused partner helping businesses and government contractors protect critical networks, achieve compliance, and drive success. Now, we’re looking for a Tier 2 IT Service Desk Engineer to bring their expertise, curiosity, and drive to our growing team.

The IT Service Desk Engineer (Tier
2) is responsible for providing timely and professional support for technology-related service requests. This includes escalation from dispatch/support and direct handling of complex issues. The role covers a wide range of technologies, including but not limited to workstations, servers, printers, networks, and vendor-specific hardware and software.

• Provide advanced technical solutions and support for service desk requests and on‑site issues from client partners, ensuring timely and professional resolution.
• Troubleshoot, configure, and maintain firewalls, switches, wireless access points (WAPs), VPNs, and other network hardware.
• Travel to local customer sites to perform scheduled network maintenance, address outstanding concerns, and support project implementations and consulting engagements.
• Manage and support on‑premises virtualization platforms (Hyper‑V, VMware) as well as cloud environments such as Microsoft Azure.
• Provide administration and support of Microsoft 365 environments, including domain synchronization, migrations from G Suite, Exchange, and other providers.
• Implement software and hardware upgrades across client networks and systems.
• Document, standardize, and refine support processes; develop best practices to improve team efficiency and service delivery.
• Assist in the export of security, uptime, and backup reporting metrics for monthly client reports as requested.
• Create and maintain client system documentation and standard operating procedures (SOPs) using ITGlue.
• Participate in an on‑call rotation to provide after‑hours support when required.
• Update service and project tickets in a timely manner, to ensure proper SLAs and metrics are met.
• Communicate with Dispatch on a daily basis for proper ticket escalation, rescheduling and scheduling issues.
• Performs other duties as assigned, including but not limited to cross‑functional support, special projects, and responsibilities outside the primary scope of the role, in order to meet organizational needs and ensure team success.

• Associate or bachelor’s degree in an IT‑related field.
• 2+ years of Managed Services (MSP) experience.
• 3–5+ years of IT experience.
• Current certifications:
  Network+, A+, Security+, and Microsoft Certs.
• Knowledge and hands‑on experience providing technical support to users using Microsoft 365 and Google.
• Experience with NIST frameworks like 800‑171, 800‑53, and CSF.
• Excellent knowledge of the principles, methods, and techniques used in troubleshooting and support as well as servers, desktops, laptops, printers, peripherals, and network management software – this includes TCP/IP 4 routing /firewall/vlan abilities.
• Extensive experience working and understanding working with VMware and/or Hyper‑V.
• P2V and V2V migrations experience a plus.
• Ticketing and RMM experience (Connect Wise, Kaseya, ITGlue, Datto, etc.).
• Considerable skills in the design and implementation of secure networked computer systems and storage, and disaster recovery procedures.
• Extensive expertise in Microsoft 365 suite of applications (Intune, SharePoint, Exchange, Defender).
• Working knowledge of various cloud technologies (AWS, Azure, Google, etc.).
• Is positive, well‑spoken, outgoing, organized, detailed‑oriented, dependable and has excellent time management skills.
• Has the drive and commitment to meet…