Full-Time Tier 2 MSP Help Desk Engineer

About the Role We are seeking an experienced Tier 2 Help Desk Engineer to join our growing Managed Services Provider (MSP) team. This position offers a hybrid work environment, allowing you to work primarily from home while visiting client sites in the Greensboro area as needed.

Key Responsibilities

• Provide advanced technical support and problem resolution for client infrastructure, networks, and systems
• Serve as an escalation point for Tier 1 technicians, offering guidance and mentorship
• Manage and resolve complex technical issues using ConnectWise ticketing system
• Perform on-site technical support and project work at client locations when required
• Maintain and optimize client systems, including servers, networks, and security infrastructure
• Document technical solutions and maintain knowledge base articles
• Participate in after-hours on-call rotation as needed
• Collaborate with team members to implement best practices and improve service delivery

Required Qualifications

• 3+ years of experience in IT support, with at least 2 years at Tier 2 or higher level
• Proven experience with ConnectWise platform
• Strong understanding of Windows Server, Active Directory, and network infrastructure
• Experience with common business applications and cloud services (Microsoft 365, Azure, etc.)
• Valid driver's license and reliable transportation for client site visits
• Excellent problem-solving and analytical skills
• Strong communication skills and ability to explain technical concepts to non-technical users
• Must reside in or be willing to relocate to the Greensboro, NC area

Preferred Qualifications

• Industry certifications (CompTIA A+, Network+, Security+, Microsoft certifications)
• Experience with RMM tools and remote support technologies
• Knowledge of virtualization technologies (VMware, Hyper-V)
• Background in managed services environment
• Experience with backup and disaster recovery solutions
• Familiarity with security best practices and compliance requirements

Benefits

• Competitive salary based on experience
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Remote work flexibility
• Company-provided tools and equipment

Work Environment

• Primary work location: Home office
• Travel requirements: Local travel to client sites within the Greensboro area as needed
• Schedule: Full-time, Monday-Friday with occasional after-hours work
• On-call rotation shared with team members

Physical Requirements

• Ability to lift and move equipment up to 50 pounds
• Capable of working at a computer for extended periods
• Valid driver's license and ability to travel to client sites

Salary goes up to $70,000

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