Level 2 Level 3 Engineer

Benefits

• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Flexible schedule
• Paid time off
• Training & development

Help Desk Technician – Level 2 / Level 3

Hybrid / On-site / Remote (as applicable)

Employment Type

- Full-Time

ETS Technology Services is a growing Managed Service Provider (MSP) delivering proactive IT support and consulting services to small and mid-sized businesses. Our team values accountability, continuous learning, and delivering exceptional customer experiences. This role is ideal for a hands‑on IT professional who enjoys problem‑solving, working directly with clients, and supporting a wide range of technologies.

The Level 2 / Level 3 Help Desk Technician provides advanced technical support to end‑users across multiple client environments. This role escalates issues from Level 1, resolves complex technical problems, assists with projects, and plays a key role in maintaining client satisfaction and operational efficiency.

Technical Support

• Provide Level 2 and Level 3 support for desktops, laptops, servers, cloud services, and network infrastructure
• Troubleshoot and resolve complex hardware, software, and connectivity issues
• Serve as an escalation point for Level 1 technicians
• Support Windows and macOS environments, including user and device management
• Manage and resolve tickets within defined SLAs using an ITSM/ticketing system

Systems & Infrastructure

• Administer Microsoft 365 (Exchange, Entra /Azure AD, SharePoint, Teams, Intune)
• Support on‑prem and cloud‑based servers (Windows Server, basic Linux a plus)
• Configure and troubleshoot networking components (firewalls, switches, VPNs, Wi‑Fi)
• Assist with backup, disaster recovery, and security solutions
• Monitor and remediate alerts from RMM and security tools

Client & MSP Operations

• Communicate clearly with clients regarding issues, resolutions, and best practices
• Document solutions, procedures, and client environments accurately
• Participate in onboarding new clients and supporting offboarding transitions
• Assist with IT projects such as migrations, deployments, and hardware refreshes
• Recommend improvements to systems, processes, and security posture

Security & Best Practices

• Apply cybersecurity best practices in daily support activities
• Assist with endpoint security, MFA, vulnerability remediation, and compliance efforts
• Escalate security incidents per established procedures

• 3–6+ years of IT support experience (MSP experience strongly preferred)
• Strong troubleshooting skills across hardware, software, and networking
• Proficiency with Microsoft Windows, Microsoft 365, and Active Directory
• Experience supporting multiple clients or environments simultaneously
• Understanding of TCP/IP, DNS, DHCP, VPNs, and firewall concepts
• Excellent communication and customer service skills
• Ability to work independently and manage priorities in a fast‑paced environment

• Experience with Azure, Intune, and cloud migrations
• Familiarity with popular MSP tools (RMM, PSA, backup, EDR)
• VoIP system support experience
• Basic scripting experience (Power Shell preferred)
• IT certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco)

• Competitive salary based on experience
• Opportunities for growth, training, and certification reimbursement
• Exposure to a wide variety of environments and technologies
• Supportive, team‑oriented MSP culture
• Paid time off and benefits package (as applicable)

Flexible work from home options available.