Help Desk Technician Level 2 (MSP / Hybrid WFH)

Bowman Williams; Buffalo (NY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) plan with Principal Financial

Health FSA options

HSA

Dependent Care FSA

Transportation reimbursement

Employer paid life insurance

Voluntary benefits

Employee discounts

Employee Assistance Program

Paid time off

Job summary

Bowman Williams is seeking a Help Desk Technician Level 2 to support business clients across the Buffalo and Western New York market. This role is built for a strong MSP technician who can handle Level 2 support across Microsoft 365, Windows desktops, Active Directory, networking, endpoints, backups, security tools, and client infrastructure.

The position offers mostly work-from-home with occasional local client visits for troubleshooting, deployments, and firewall work.

Qualifications

• Recent MSP experience supporting multiple client environments.
• Level 2 help desk or technical support across Microsoft 365, Windows, Active Directory, endpoints.
• Fortinet firewall experience including VPNs and security rules.
• Working knowledge of Windows Server, DNS, DHCP, VLANs, VPNs.
• Experience with RMM, PSA, ticketing, documentation, or remote support tools.
• Strong communication and customer service skills.
• Must be local to the Buffalo, NY area and able to travel to client sites.

Responsibilities

• Provide Level 2 support across multiple MSP client environments.
• Troubleshoot Microsoft 365, Windows desktops, AD, endpoints, and printers.
• Support Fortinet firewalls including VPNs, firewall rules, connectivity issues, routing, security policies, and general troubleshooting.
• Assist with Windows Server, file shares, permissions, Group Policy, DNS, DHCP, and basic infrastructure support.
• Troubleshoot client networks including switches, wireless, VLANs, VPNs, internet connectivity, and LAN or WAN issues.
• Support endpoint security, backup alerts, patching, monitoring tools, remote support tools, and client maintenance tasks.
• Visit local client sites as needed for planned work, deployments, escalations, and network troubleshooting.
• Use RMM, PSA, ticketing, and documentation tools to track work and maintain accurate client environment notes.
• Escalate advanced issues with clear troubleshooting steps, impact, urgency, and technical details.
• Communicate professionally with clients while helping deliver a high quality support experience.

Skills

MSP experience

Fortinet experience

Microsoft 365

Windows desktop support

Active Directory

Networking

Endpoint protection

Backups

RMM/PSA tools

Documentation skills

Tools

Fortinet FortiGate

RMM

PSA tools

Job description

Help Desk Technician Level 2 (MSP / Hybrid WFH)

Location: Buffalo, NY

Work Model: Mostly WFH with local client site visits (75% home, 25% onsite)

Salary: $60,000 to $70,000

MSP Experience: Required

Fortinet Experience: Required

Buffalo MSP Support Role

We are a long established technology company with a growing Managed Services division hiring a Help Desk Technician Level 2 to support business clients across the Buffalo and Western New York market.

This role is a strong fit for an MSP technician who is comfortable handling Level 2 support across Microsoft 365, Windows desktops, Active Directory, networking, endpoints, backups, security tools, and client infrastructure.

Fortinet experience is important for this role. The right person should be able to support, troubleshoot, and make configuration changes within Fortinet firewall environments.

Why This Role Fits a Level 2 MSP Tech

This is not positioned as a senior systems administration role. It is built for a strong Level 2 help desk technician who can work independently, support multiple client environments, and elevate advanced issues with clear technical context.

You will work mostly from home while supporting local client visits as needed for troubleshooting, deployments, firewall work, network issues, and hands on support.

The company is privately funded, stable, and growing through its Managed Services division. The culture is client focused, quality driven, and known for long employee tenure.

Day to Day Support

• Provide Level 2 support across multiple MSP client environments
• Troubleshoot Microsoft 365, Windows desktops, Active Directory, user access, applications, printers, endpoint issues, and common business systems
• Support Fortinet firewalls including VPNs, firewall rules, connectivity issues, routing, security policies, and general troubleshooting
• Assist with Windows Server, file shares, permissions, Group Policy, DNS, DHCP, and basic infrastructure support
• Troubleshoot client networks including switches, wireless, VLANs, VPNs, internet connectivity, and LAN or WAN issues
• Support endpoint security, backup alerts, patching, monitoring tools, remote support tools, and client maintenance tasks
• Visit local client sites as needed for planned work, deployments, escalations, and network troubleshooting
• Use RMM, PSA, ticketing, and documentation tools to track work and maintain accurate client environment notes
• Escalate advanced issues with clear troubleshooting steps, impact, urgency, and technical details
• Communicate professionally with clients while helping deliver a high quality support experience

Required Background

• Recent MSP experience supporting multiple client environments is required
• Level 2 help desk or technical support experience across Microsoft 365, Windows, Active Directory, endpoints, and client applications
• Hands on Fortinet experience including firewall support, configuration changes, VPN troubleshooting, and network security support
• Working knowledge of Windows Server, DNS, DHCP, VLANs, VPNs, routing, switching, wireless, and general network troubleshooting
• Experience with RMM, PSA, ticketing, documentation, or remote support tools
• Strong communication, documentation, troubleshooting, and customer service skills
• Must be local to the Buffalo, NY area and comfortable traveling to local client sites

Additional Experience

• Fortinet certifications or deeper FortiGate experience
• Exposure to cloud services, endpoint security, backup tools, or infrastructure monitoring
• Experience supporting SMB clients across professional services, healthcare, finance, manufacturing, or similar environments
• Experience assisting with firewall replacements, workstation deployments, network upgrades, or small infrastructure projects

Compensation and Benefits

• $60,000 to $70,000 salary
• Mostly WFH schedule with local client site visits as needed
• Medical, Dental, and Vision Insurance
• 401(k) plan with Principal Financial
• Health FSA options including Traditional and Limited Purpose Accounts
• HSA
• Dependent Care FSA
• Transportation reimbursement plans for commuter and parking expenses
• Employer paid Basic Life Insurance of $50,000
• Voluntary benefits including Life and AD&D, Short Term Disability, Long Term Disability, Hospital, Accident, Cancer and Critical Illness, Legal, Identity Protection, Auto and Home, and Pet Wellness plans
• Employee discounts through Savings Marketplace
• Employee Assistance Program and Health Advocate services
• Paid time off
• Opportunity to join a stable technology company with a growing MSP division and long term career potential