Level 2 IT Support Engineer

Benefits

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

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.

• 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.

• 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
  • Endpoint security and antivirus platforms
• Working knowledge of:
  • Cisco switching
  • VLANs
  • Basic routing
  • Firewall administration
• Exposure to Microsoft Azure and/or Amazon Web Services (AWS) is preferred.

• Microsoft Certified Professional (MCP)
• Microsoft Certified IT Professional (MCITP)
• Cisco CCNA
• CompTIA A+
• CompTIA Network+
• Apple certifications
• Equivalent certifications and relevant experience will also be considered.

• 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.

• Ability to lift and move computer equipment weighing up to 50 pounds.
• Reliable transportation.
• Ability to commute to our Houston office.

Bachelor’s degree preferred.

English (Required)

• 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: commensurate with experience and qualifications