Network Engineer – Tier 2

The Network Engineer (Tier
2) is a skilled generalist who handles escalated support tickets from Tier 1, owns the more complex technical work within the MSP team’s day-to-day operations, and serves as the bridge between reactive help desk support and the project team. This role manages client infrastructure directly: firewalls, servers, backups, and Microsoft 365 environments, and ensures that escalated issues are resolved completely and documented to a high standard.

Tier 2 engineers may occasionally assist the project team with deployments, but their primary accountability is to the MSP queue and client environment health. The ideal candidate is self-directed, technically broad, and thrives in a multi-client environment.

• Accept escalations from Tier 1 and resolve complex networking, server, Microsoft 365, and application issues remotely and onsite.
• Manage and maintain client firewall configurations, VPN tunnels, routing, switching infrastructure, and wireless environments.
• Administer Microsoft 365 tenant environments, including Exchange Online, Teams, SharePoint, Intune, and Entra  (Azure AD).
• Perform Windows Server administration:
  Active Directory, Group Policy, DNS, DHCP, certificate services, file services, and print servers.
• Configure and maintain client backup environments (Veeam or equivalent); verify backup integrity and conduct restore testing.
• Monitor security tooling, endpoint protection, firewall logs, and RMM alerts, and respond to flagged events as needed.
• Maintain accurate, up-to-date documentation in IT Glue: network diagrams, device inventories, credential records, and general client-specific knowledge.
• Record detailed time entries in Connect Wise PSA for all activities; maintain ticket hygiene and SLA compliance.
• Escalate issues that require Tier 3 or project team involvement with thorough documentation and context.
• Assist Tier 1 engineers informally, answer questions, help triage ambiguous tickets, and share knowledge on the fly.
• Participate in on-call rotation (approximately one week primary, one week backup every three months).
• Perform client onsite visits as needed.

• High school diploma or equivalent required;
  Associate’s or Bachelor’s degree preferred.
• 3+ years of experience in a help desk, network support, or MSP environment.
• 3+ years of hands‑on experience with Microsoft Active Directory, Windows Server (2016–2025), and Microsoft 365.
• 3+ years of firewall and network support experience, including routing, switching, VPN configuration, and IDS/IPS.
• Proficiency with core network protocols: TCP/IP, DNS, DHCP, IPSEC, VPN, RDP, LDAP, NAT.
• Experience with at least one virtualization platform (VMware vSphere or Hyper‑V).
• Ability to communicate technical information clearly to non‑technical clients and stakeholders.
• Valid Michigan driver’s license and acceptable driving record.
• Must be able to pass a criminal and civil background check.
• Must be able to lift up to 50 lbs unassisted.

• Experience in an MSP serving financial services clients (community banks, credit unions).
• Proficiency with Microsoft Intune device management and Entra , including Conditional Access and MDM compliance policies.
• Experience with Connect Wise Manage (PSA) and IT Glue for documentation and ticketing.
• Experience with Veeam Backup & Replication or comparable enterprise backup platforms.
• Working knowledge of Microsoft Azure: virtual machines, networking, storage, and Entra Connect.
• Experience with enterprise email migrations (on‑premises Exchange to Microsoft 365).
• Familiarity with endpoint protection and EDR platform administration.
• macOS support experience.

Preferred at time of hire:

• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified:
  Fundamentals (MS‑900) or higher

Required within 18 months of hire:

• CompTIA Security+ (if not held at hire)
• Microsoft 365 Certified:
  Endpoint Administrator Associate (MD‑102) or equivalent

Recommended within 12 months of hire:

• Fortinet NSE 4

• Must be available for on‑call duty (1 week primary, 1 week backup) approximately every 3 months.
• Must be available occasionally during evenings and weekends for off‑hour maintenance.
• Must have legal authorization to work in the U.S.

Job Type: Full‑time

Pay: $75,000–$95,000

Work Location:

In person — Grand Rapids, MI 49508