L2 Technical Support Engineer – CMMC Service Delivery

Jobtailor; Deutschland; Remote; EUR 45.000 - 62.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Level 2 IT support specialist to service multiple client environments. You will troubleshoot M365/Google Workspace, endpoints, IAM, networking, and security, while maintaining rigorous ticket and change-management discipline.

You will escalate complex issues to higher tiers and collaborate with L1 staff to deliver timely, compliant resolutions in a fast-paced MSP setting. Strong documentation and security-aligned mindset are essential.

Qualifikationen

• 3+ years in IT support, MSP, or similar technical environment.
• Experience in fast-paced, multi-client service settings.
• Hands-on in Microsoft 365 and Google Workspace support.
• Experience with identity and access platforms like Entra ID and Okta.
• Experience supporting Windows and macOS endpoints.
• Strong documentation and ticket management practices.
• Willing to follow security/change procedures in regulated environments.
• Preferred: experience with CMMC/NIST DFARS or DoD contractors.

Aufgaben

• Provide Level 2 technical support across assigned clients within the MSP pod.
• Troubleshoot and resolve issues across M365/Google Workspace, endpoints, IAM, networking, cloud, and security.
• Manage assigned tickets through resolution while meeting SLAs and communication standards.
• Escalate complex, high-impact, or security-sensitive issues to L3, Engineering, or Security teams.
• Perform user administration, device configuration, and managed services activities.
• Maintain complete ticket documentation, including troubleshooting steps and resolutions.
• Follow escalation, change management, and client communication procedures.
• Identify recurring issues and contribute to root cause analysis and remediation.
• Collaborate with L1 technicians and provide technical guidance.
• Support compliance with CMMC, NIST SP 800-171 and related security requirements.

Kenntnisse

Strong communication skills

Collaboration

Problem-Solving

Troubleshooting

Documentation

Ausbildung

Microsoft Certifications

Google Certifications

Okta Certifications

CompTIA Certifications

CMMC-Related Certifications

Tools

Entra ID

Okta

Intune

MDM/RMM

Jobbeschreibung

• Provide Level 2 technical support across assigned clients within the CMMC Service Delivery pod
• Troubleshoot and resolve issues across Microsoft 365 and/or Google Workspace, Windows and macOS endpoints, identity and access management, networking, cloud services, and security platforms
• Manage assigned tickets through resolution while meeting response, resolution, communication, and SLA expectations
• Escalate complex, high-impact, or security-sensitive issues to management, L3, Engineering, or Security teams
• Perform user administration, device configuration, application support, access changes, troubleshooting, and managed services activities
• Maintain complete ticket documentation, including troubleshooting, technical changes, approvals, and resolutions
• Follow escalation, change management, and client communication procedures
• Identify recurring issues and contribute to root cause analysis and proactive remediation
• Collaborate with L1 technicians and provide technical guidance
• Deliver support according to CMMC, NIST SP 800-171, and applicable security requirements
• Handle CUI and sensitive information according to established procedures
• Follow access controls, authentication requirements, approved tools, secure workflows, least-privilege, and privileged-access requirements
• Support vulnerability remediation, technical findings, configuration issues, and control gaps
• Assist with CMMC readiness validation and evidence collection
• Escalate activities that may introduce security or compliance risk
• Administer Microsoft 365 and/or Google Workspace
• Support Entra ID, Okta, Intune, MDM/RMM, endpoint security, EDR/MDR, vulnerability management, application control, and secure remote access technologies
• Troubleshoot MFA, SSO, conditional access, permissions, authentication, LAN/WAN, VPN, DNS, DHCP, and wireless issues
• Perform approved software deployment, patching, endpoint configuration, and remediation
• Support onboarding, offboarding, access changes, and device lifecycle activities
• Execute approved technical changes with required testing, authorization, documentation, and change control
• Participate in continuous improvement, standardization, automation, and proactive remediation initiatives

Requirements

• 3+ years of experience in IT support, managed services, systems administration, or a similar technical support environment
• Experience working within an MSP or other fast-paced, multi-client service environment
• Strong hands-on experience supporting Microsoft 365 and/or Google Workspace
• Experience with identity and access management platforms such as Entra ID and Okta
• Experience supporting Windows and macOS endpoints
• Experience with endpoint management platforms such as Intune and other MDM/RMM solutions
• Working knowledge of networking, endpoint security, EDR/MDR, vulnerability management, MFA, SSO, and secure remote access
• Strong troubleshooting skills across endpoint, identity, cloud, networking, and application environments
• Strong documentation and ticket management practices
• Ability to follow defined technical, security, access, and change management procedures consistently
• Strong written and verbal communication skills
• U.S.-based and able to meet client-specific personnel, access, or data-handling requirements associated with regulated environments
• Preferred: experience supporting CMMC, NIST SP 800-171, DFARS, or comparable regulated security frameworks
• Preferred: experience supporting Department of Defense contractors or organizations handling CUI
• Preferred: experience working within CMMC Level 2 environments
• Preferred: familiarity with Microsoft GCC/GCC High and/or regulated Google Workspace environments
• Preferred: experience with SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged access technologies
• Preferred: Microsoft, Google, Okta, CompTIA, security, networking, or CMMC-related certifications
• Preferred: experience with ConnectWise or similar PSA platforms and modern RMM tooling

Core Competencies

Demonstrates expertise in providing Level 2 technical support, particularly in Microsoft 365 and Google Workspace environments, while adhering to security frameworks such as CMMC and NIST SP 800-171. Proficient in troubleshooting, ticket management, and maintaining compliance with access and change management procedures.

Highest-signal resume keywords

• Microsoft 365 Support
• Google Workspace Support
• Identity And Access Management
• Endpoint Management
• CMMC Compliance

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Ticket Management
• User Administration
• Device Configuration
• Application Support
• Networking
• Cloud Services
• Security Platforms
• Vulnerability Management
• Configuration Issues

Soft Skills

• Strong Communication Skills
• Collaboration
• Problem-Solving

Certifications & Qualifications

• Microsoft Certifications
• Google Certifications
• Okta Certifications
• CompTIA Certifications
• CMMC-Related Certifications

Industry Keywords

• CMMC
• NIST SP 800-171
• DFARS
• CUI
• Regulated Environments
• Managed Services
• Multi-Client Service Environment
• Endpoint Security
• Privileged Access
• Secure Remote Access

Tools & Technologies

• Entra ID
• Okta
• Intune
• MDM/RMM
• EDR/MDR
• VPN
• DNS
• DHCP
• SIEM
• ConnectWise