Level 2 IT Support Engineer

One of Houston's leading Managed Service Providers (MSPs) is seeking a motivated, customer-focused Level 2 IT Support Engineer to join our growing team. We’re looking for an IT professional who enjoys troubleshooting technical issues, delivering exceptional customer service, and expanding their technical knowledge in a fast-paced Managed Services environment.

As a Level 2 Engineer, you will provide advanced desktop, server, cloud, and network support to our clients while collaborating with senior engineers to resolve more complex technical issues.

• Paid time off + Holidays
• 401(k) match
• Opportunities for career advancement within a growing MSP
• Professional Development Training
• Employee discounts

• Deliver exceptional customer service and ensure every client interaction meets or exceeds expectations.
• Accurately document ticket time, work performed, and technical findings.
• Maintain clear and detailed documentation of client environments and support activities.
• Install, configure, and troubleshoot VoIP telephone systems.
• Deploy and support business continuity and disaster recovery solutions.
• Administer and troubleshoot Microsoft 365 and Google Workspace environments.
• Install, configure, and troubleshoot desktop and laptop hardware.
• Support Windows Server environments, including Active Directory, file sharing, user administration, and basic server maintenance.
• Troubleshoot workstation, network, cloud, and connectivity issues.
• Escalate complex technical issues appropriately while maintaining ownership of the client experience.
• Prioritize multiple service requests in a fast-paced environment.
• Learn new technologies through research, training, and hands‑on experience.
• Communicate technical concepts clearly to non‑technical users.
• Collaborate with teammates, share knowledge, and contribute to continuous improvement.
• Participate in the on‑call rotation to provide after‑hours support as scheduled.

• Required Experience
  • 3–5 years of IT help desk or technical support experience, preferably in a Managed Service Provider (MSP) environment.
  • Experience supporting Windows desktop operating systems, Microsoft 365 and Google Workspace, Windows Server environments, Active Directory and Group Policy, backup and disaster recovery solutions, VPN connectivity, and endpoint security and antivirus platforms.
  • Working knowledge of Cisco switching, VLANs, basic routing, and firewall administration. Exposure to Microsoft Azure and/or Amazon Web Services (AWS) is preferred.
• Preferred Certifications
  • Microsoft Certified Professional (MCP)
  • Microsoft Certified IT Professional (MCITP)
  • Cisco CCNA
  • CompTIA A+
  • CompTIA Network+
  • Apple certifications
• What We’re Looking For
  • Strong troubleshooting and problem‑solving skills.
  • Excellent customer service and communication abilities.
  • Dependable, organized, and detail‑oriented.
  • Ability to work independently while collaborating with a team.
  • Eagerness to learn new technologies and develop technical expertise.
  • Positive attitude with a commitment to delivering outstanding client service.
• Additional Requirements
  • Ability to lift and move computer equipment weighing up to 50 pounds.
  • Reliable transportation.
  • Ability to commute to our Houston office.
  • Education
    • Bachelor’s degree preferred.
  • Language
    • English (Required)
  • Schedule
    • Full‑time (40+ hours per week)
    • Monday‑Friday
    • 9‑hour shift (8 work hours plus a 1‑hour lunch)
    • Rotating on‑call schedule, including occasional weekends

Work Location: In person (Houston, TX 77066)

Salary: Comm. with experience and qualifications