L2 MSP Engineer

MSP Hire, Inc.; Juneau (AK); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance (vision included)

Retirement plans

Mobile device plan reimbursement

Structured path to Level 2 and beyond

Job summary

Hansen Gress seeks a Level 2 MSP Engineer to independently resolve most ticket types and advance toward Level 3. You’ll manage your workload, recognize recurring issues, and contribute to knowledge base development while maintaining strong client communication.

Based in Alaska, you’ll work primarily on-site in Juneau or Anchorage with flexible remote options within the state. The role offers a clear path to higher levels and a culture focused on growth and mentorship.

Qualifications

• 2–5 years of meaningful IT support experience, ideally in an MSP or IT services environment.
• Ability to troubleshoot day-to-day issues independently and know when to escalate.
• Curiosity to identify patterns across tickets and clients, not just the fix.

Responsibilities

• Independently resolve most ticket types with minimal oversight, including applicable infrastructure issues.
• Prioritize workload to align with team demand.
• Document work clearly and build knowledge base articles for recurring issues.
• Mentor Level 1 technicians and contribute to team learning.
• Communicate proactively with clients and teammates, updating on progress.

Skills

Active Directory

Group Policy

DNS

Ticket management

Documentation

Tools

AI tools

Job description

Hansen Gressis a fast-growing, Alaska-based Managed Services Provider with deep roots in Juneau and active expansion into Anchorage.We’re ~30 people today, scaling quickly, and investing in the people and systems needed to serve our clients with consistency and excellence.

We run lean, trust our team, and believe in leadership that works alongside people—not above them. We’rerelationship-first, execution-focused, and allergic to bureaucracy. If you want to own your work, improve how things get done, and grow into something bigger, this is the right place.

The Role

The Level 2 MSP Engineer independently resolves most ticket types and keeps their queue moving with minimal oversight. You're trusted to manage your own workload, spot patterns across tickets, and keep clients confident even when an issue takes some digging. At Level 2, you're expected to do more than close tickets faster than Level 1—you're building the judgment, technical depth, and communication skills that define a Level 3 Technician, and we actively invest in getting you there. Strong, consistent performance at Level 2 is the clearest path to a Level 3 seat, where you'll take on our hardest escalations and most complex client environments.

WhatYou’llDo

Technical Execution

• Independently resolve most ticket types efficiently and with minimal oversight, including issues involving Active Directory, Group Policy, and DNS at an intermediate level.
• Recognize recurring issues and work to reduce them, not just resolve them one ticket at a time.
• Prioritize your workload appropriately against overall team demand.
• Recognize when an issue is infrastructure-related (network,firewall, server) and escalation it to Centralized Services or Level 3 with clear diagnostic detail.
• Use AI tools actively to speed up troubleshooting, documentation, and client communication.
• Evaluate basic business impact while troubleshooting, not just technical impact, and escape at the right time—neither too early nor after a client has already felt the impact.

Process, Documentation & Knowledge

• Documentworkconsistently andclearly, andlook for ways to improve existing documentation.
• Create knowledge base articles for recurringissuesso the whole team benefits from whatyou'velearned.
• Identifyprocess gaps and help close them—your fixes should be repeatable, not one-off.
• Begin mentoring Level 1 technicians—answering questions, reviewing their ticket notes, and modeling good troubleshooting habits.

Communication & Client Experience

• Communicate proactively with clients, teammates, and leadership,maintainingconfidence even during more complex issues.
• Provide proactive updates to clients throughout troubleshooting, not just at resolution.
• Document work so thoroughly that another technician can continue it seamlessly.
• Handle difficult conversations professionally when a client isfrustratedor a fix is taking longer than expected.

Ownership & Accountability

• Own your tickets end-to-end and manage your work in the context of what the team needs, not just your own queue.
• Actively support teammates during high-volume periods.
• Take feedback and turn it intoconsistentimprovement.
• Contribute positively to team culture and help set the standard for what good looks like.
• Mentor junior technicians and invest in their development as a direct expression of your own growth.

Who You Are

• You have meaningful IT support experience—typically 2–5 years—including some time in an MSP or IT services environment, or you've clearly outgrown Level 1 work.
• You can troubleshoot most day-to-day issues independently and know when to ask for help.
• You'restarting to see patterns across tickets and clients, andyou'recurious about the “why,” not just the fix.
• You communicate clearly with both clients and teammates and keep people informed.
• You take documentation seriously and understand that clear notes help everyone, including future you.
• You enjoy helping newer technicians anddon'tmind being asked questions.
• You'reorganized and can manage a mixed workload without things slipping through the cracks.
• You'rehungry to grow—Level 2 is asteppingstone, and you want to keep building toward Level 3.
• Living in Alaska is either a passion of yours or a dream you want to fulfill. We are looking for someone who is “all in”onAlaska and fits our team and culture.

WhatYou’llNeed

• Ability to pass a basic background check for airport security badging
• Valid driver’s license (or willingness to get one) and the ability to drive. Driver policies apply.

Where You'll Work

• Must be based in Juneauor Anchorage
• This role is primarily on-site, with regular collaboration alongside Level 1 and Level 3 technicians.
• Remote work flexibility within Alaska where the role permits.
• This is NOT a fully remote position.

What’s In ItForYou

• Full-time role.
• Salary: $60,000–$85,000 a year, depending on experience and certifications.
• Health insurance (with vision coverage).
• Retirement plans.
• Mobile device plan reimbursement.
• A structured path to Level 2 and beyond, with hands‑on mentorship from day one.
• Work in Alaska, where meaningful work meets stunning nature—with mountains, trails, and ocean right outside your door.

WhyYou’llWant to Work with Us

Employee satisfaction and growthareimportant to us! We are committed to helping employees dedicate part of their paid time to personal growth through courses and certifications relevant to their specific interests, research and development, and team-building opportunities. Hansen Gress is committed to equal treatment and opportunities for all employees and job applicants. We are dedicated to building an inclusive and diverse company and have no tolerance for discrimination or harassment. We strive toprovide meaningful opportunities for all, particularly those who have been traditionally marginalized in tech fields.