Level 2 Service Desk Engineer; MSP Work From Home

We are seeking an experienced Level 2 Service Desk Engineer to join a growing Managed Service Provider (MSP) supporting small and midsize businesses across multiple industries.

This is an excellent opportunity for an IT professional with a strong MSP background who enjoys troubleshooting technical issues, supporting multiple client environments, and delivering exceptional customer service.

The position offers a work-from-home arrangement with a manageable support ticket workload, allowing engineers to focus on resolving technical issues thoroughly rather than simply closing tickets.

The ideal candidate is a proactive, customer-focused engineer who takes ownership of escalated support requests, communicates confidently with clients, and enjoys collaborating with other technical professionals.

Candidates must reside in Texas, preferably within the Dallas–Fort Worth metropolitan area. Candidates in Austin and San Antonio will also be considered.

• Troubleshoot and resolve escalated technical issues involving Windows operating systems, Microsoft 365, Active Directory, and networking.
• Serve as an escalation resource for Level 1 service desk technicians.
• Administer and troubleshoot Active Directory, Group Policy, user accounts, permissions, and authentication issues.
• Support Microsoft 365 applications, including Outlook, Exchange Online, Teams, and related cloud services.
• Diagnose networking issues involving TCP/IP, DNS, DHCP, VPNs, firewalls, and connectivity.
• Troubleshoot Windows workstations, business applications, and end-user technology.
• Utilize Connect Wise, Ninja One, or similar MSP ticketing and remote monitoring tools.
• Provide remote technical support through phone calls, email, and remote support sessions.
• Maintain accurate ticket documentation, troubleshooting notes, and resolution details.
• Communicate directly with clients regarding technical issues, troubleshooting progress, and resolutions.
• Identify recurring issues and recommend improvements to client environments and support processes.
• Collaborate with other engineers to resolve technical escalations and improve service delivery.
• Assist junior technicians by providing technical guidance and troubleshooting assistance.
• Participate in a rotating evening standby schedule.

• 3–5 years of professional IT experience within a Managed Service Provider (MSP) environment preferred.
• Hands-on experience resolving Level 2 technical support issues across multiple client environments.
• Strong Active Directory administration and Group Policy troubleshooting skills.
• Solid Microsoft 365 administration and support experience.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Experience using MSP ticketing systems, remote support tools, and RMM platforms.
• Strong written and verbal communication skills.
• Comfortable speaking directly with clients over the phone and explaining technical issues clearly.
• Excellent documentation, organizational, and time management skills.
• Ability to independently troubleshoot technical issues and manage competing priorities.
• Strong customer service skills and attention to detail.
• Ability to work effectively within a remote technical support team.

• Experience with Connect Wise PSA or similar ticketing platforms.
• Experience with Ninja One or comparable RMM tools.
• Previous experience mentoring or assisting Level 1 technicians.
• Familiarity with structured…