Level 2 Service Desk Engineer (MSP) – Work From Home

Bowman Williams; Dallas (TX); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Remote work from home equipment

On-call standby stipend

Training & development

AI productivity tools

Career advancement

Job summary

Bowman Williams is seeking a Level 2 Service Desk Engineer (MSP) to support clients remotely from Texas. The ideal candidate will handle escalations, manage Active Directory and Microsoft 365, and troubleshoot networking issues while maintaining strong client communication.

This full-time role offers a remote/working-from-home arrangement within Texas, with a preference for Dallas–Fort Worth area but Austin/San Antonio are considered. On-call standby and competitive benefits are included.

Qualifications

• 3–5 years of professional IT experience within an MSP environment preferred.
• Hands-on experience resolving Level 2 issues across multiple client environments.
• Strong Active Directory administration and Group Policy troubleshooting skills.
• Solid Microsoft 365 administration and support experience.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Experience using MSP ticketing systems, remote support tools, and RMM platforms.
• Strong written and verbal communication skills.
• Ability to explain technical issues clearly to clients.
• Excellent documentation, organizational, and time management skills.

Responsibilities

• Troubleshoot and resolve escalated issues involving Windows, Microsoft 365, AD, and networking.
• Serve as escalation resource for Level 1 technicians.
• Administer and troubleshoot Active Directory, Group Policy, user accounts, and authentication.
• Support Microsoft 365 apps (Outlook, Exchange Online, Teams).
• Diagnose networking issues (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Troubleshoot Windows workstations and business apps.
• Use ConnectWise, NinjaOne, or similar MSP tools.
• Provide remote support via phone, email, and sessions.
• Maintain accurate ticket documentation and resolutions.
• Communicate troubleshooting progress to clients.
• Identify recurring issues and propose improvements.
• Collaborate with engineers to resolve escalations and improve service.

Skills

MSP experience

Active Directory

Microsoft 365

Networking fundamentals

Remote support

Customer service

Documentation

Time management

Communication skills

Tools

ConnectWise

NinjaOne

Job description

Level 2 Service Desk Engineer (MSP) – Remote / Work From Home

Location: Dallas–Fort Worth, TX (Preferred) | Austin or San Antonio, TX

Work Arrangement: Local Work From Home / Remote

Salary: $60,000–$70,000 + Monthly On-Call Stipend

Employment Type: Full-Time | Direct Hire

About the Opportunity

We are seeking an experienced Level 2 Service Desk Engineer to join a growing Managed Service Provider (MSP) supporting small and midsize businesses across multiple industries.

This is an excellent opportunity for an IT professional with a strong MSP background who enjoys troubleshooting technical issues, supporting multiple client environments, and delivering exceptional customer service.

The position offers a work-from-home arrangement with a manageable support ticket workload, allowing engineers to focus on resolving technical issues thoroughly rather than simply closing tickets.

The ideal candidate is a proactive, customer-focused engineer who takes ownership of escalated support requests, communicates confidently with clients, and enjoys collaborating with other technical professionals.

Candidates must reside in Texas, preferably within the Dallas–Fort Worth metropolitan area. Candidates in Austin and San Antonio will also be considered.

Key Responsibilities

• Troubleshoot and resolve escalated technical issues involving Windows operating systems, Microsoft 365, Active Directory, and networking.
• Serve as an escalation resource for Level 1 service desk technicians.
• Administer and troubleshoot Active Directory, Group Policy, user accounts, permissions, and authentication issues.
• Support Microsoft 365 applications, including Outlook, Exchange Online, Teams, and related cloud services.
• Diagnose networking issues involving TCP/IP, DNS, DHCP, VPNs, firewalls, and connectivity.
• Troubleshoot Windows workstations, business applications, and end-user technology.
• Utilize ConnectWise, NinjaOne, or similar MSP ticketing and remote monitoring tools.
• Provide remote technical support through phone calls, email, and remote support sessions.
• Maintain accurate ticket documentation, troubleshooting notes, and resolution details.
• Communicate directly with clients regarding technical issues, troubleshooting progress, and resolutions.
• Identify recurring issues and recommend improvements to client environments and support processes.
• Collaborate with other engineers to resolve technical escalations and improve service delivery.
• Assist junior technicians by providing technical guidance and troubleshooting assistance.
• Participate in a rotating evening standby schedule.

Required Qualifications

• 3–5 years of professional IT experience within a Managed Service Provider (MSP) environment preferred.
• Hands-on experience resolving Level 2 technical support issues across multiple client environments.
• Strong Active Directory administration and Group Policy troubleshooting skills.
• Solid Microsoft 365 administration and support experience.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Experience using MSP ticketing systems, remote support tools, and RMM platforms.
• Strong written and verbal communication skills.
• Comfortable speaking directly with clients over the phone and explaining technical issues clearly.
• Excellent documentation, organizational, and time management skills.
• Ability to independently troubleshoot technical issues and manage competing priorities.
• Strong customer service skills and attention to detail.
• Ability to work effectively within a remote technical support team.

Preferred Qualifications

• Experience with ConnectWise PSA or similar ticketing platforms.
• Experience with NinjaOne or comparable RMM tools.
• Previous experience mentoring or assisting Level 1 technicians.
• Familiarity with structured MSP service desk processes and escalation procedures.
• Experience supporting small and midsize business environments.
• Interest in growing into service management, operations, or technical leadership.

Base Salary: $60,000–$70,000 annually, depending on experience.

Additional Compensation:

• $250 monthly stipend for participation in the rotating evening standby schedule.
• Potential total annual compensation of $63,000–$73,000, including the standby stipend.

Benefits Include:

• 100% company-paid employee-only health insurance
• Life insurance and accidental death & dismemberment (AD&D) coverage
• Company-provided remote work equipment
• Ongoing training and professional development
• Access to modern AI-powered productivity tools
• Birthday and work-anniversary recognition
• Collaborative and supportive technical team
• Opportunities for professional advancement

Work Location & Schedule

Remote / Local Work From Home – Texas

• Dallas–Fort Worth metropolitan area preferred.
• Candidates located in Austin or San Antonio will also be considered.
• Monday–Friday, 8:00 AM–5:00 PM.
• Rotating Monday/Tuesday evening standby coverage from 5:00 PM–9:00 PM.
• $250 monthly stipend for standby participation.
• No weekend on-call rotation.
• No 24/7 on-call coverage.

Why Consider This Opportunity?

• Work From Home: Enjoy a remote position while supporting clients across multiple environments.
• Manageable Ticket Volume: Focus on quality troubleshooting and thorough resolutions rather than high-volume ticket closure.
• Career Advancement: Opportunity to grow into service management, operations, or broader leadership responsibilities.
• Technical Collaboration: Work alongside a supportive team that values communication, knowledge sharing, and continuous improvement.
• Excellent Benefits: Receive fully company-paid employee health insurance and additional benefits.
• Predictable Schedule: Enjoy a structured Monday–Friday schedule with limited evening standby responsibilities.
• Professional Development: Expand your technical skills through ongoing training and exposure to new technologies.