Level 2 IT Support Engineer — On‑Site & Remote MSP

Green Key Resources; New York (NY); Hybrid; USD 60,000 - 95,000; Full time

Job summary

Green Key Resources seeks a motivated Level 2 IT Support Engineer to join a growing IT services team in New York. The role provides remote and on-site support for clients, troubleshooting desktop, server, network, and infrastructure issues with a focus on customer service and problem solving.

The candidate will work with Windows Server environments, Active Directory, Group Policy, DNS/DHCP, and Microsoft 365, while collaborating with engineers to maintain client environments and document

Qualifications

• 3+ years of professional IT support experience, preferably in MSP, IT consulting firm, or computer services company.
• Strong experience supporting Windows Server environments, including 2008 R2, 2012, 2016, 2019.
• Hands-on experience with Active Directory, Group Policy, DNS, DHCP, and Domain Controllers.
• Experience with VMware and/or Hyper-V and Microsoft 365 administration and migrations.
• Solid networking knowledge including LAN/WAN, VPNs, and firewall troubleshooting; strong customer service.

Responsibilities

• Respond promptly to client tickets with high-quality, concierge-level technical support.
• Troubleshoot Level 2 desktop, server, network, Microsoft 365, and infrastructure issues.
• Document troubleshooting steps and client communications in the ticketing system.
• Escalate complex issues while owning the client experience.
• Install, migrate, configure, and support Windows Server environments.
• Administer Active Directory, Group Policy, DNS, DHCP, and Domain Controllers.
• Provide remote and on-site technical support for client environments.
• Troubleshoot connectivity, wireless networks, VPNs, routers, switches, and firewalls.
• Configure and support networking gear from Cisco, Meraki, SonicWall, Sophos, Ruckus.
• Support virtualized environments using VMware and Hyper-V.
• Support and administer Microsoft 365, including migrations.
• Troubleshoot end-user devices: Windows workstations, Office apps, printers, scanners.
• Assist with firewall implementations, upgrades, migrations, and ongoing infrastructure maintenance.
• Identify opportunities to improve client infrastructure and reliability.
• Collaborate with engineers to improve internal IT support processes and documentation.

Skills

Windows Server

Active Directory

Group Policy

Microsoft 365

VMware/Hyper-V

DNS/DHCP

Networking

VPN

Firewalls

Customer service

Education

Bachelor's degree in Computer Science/Engineering/Information Technology

Related certifications (CompTIA, etc.)

Tools

Citrix XenApp/XenDesktop

VMware Horizon/View

Remote monitoring tools

Job description

Green Key Resources seeks a motivated Level 2 IT Support Engineer to join a growing IT services team in New York. The role provides remote and on-site support for clients, troubleshooting desktop, server, network, and infrastructure issues with a focus on customer service and problem solving.

The candidate will work with Windows Server environments, Active Directory, Group Policy, DNS/DHCP, and Microsoft 365, while collaborating with engineers to maintain client environments and document