Level 2 Support Engineer – MSP

Bowman Williams; Dallas (TX); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

100% employee health insurance

401(k)

Company-provided remote-work equipment

Ongoing training and professional dev

Access to AI productivity tools

Birthday and work-anniversary recognit

Job summary

Bowman Williams seeks an experienced Level 2 Support Engineer for a Dallas-based MSP role offering local work-from-home flexibility. You will handle L2 escalations, troubleshooting Windows, AD/GP, and Microsoft 365, plus networking issues across SMB environments.

Join a team focused on fast, friendly, first-time fix, strong client communication, and meticulous documentation. Growth paths include service management and leadership as the business scales.

Qualifications

• 3–5 years of MSP experience.
• Strong hands-on experience with Active Directory and Group Policy.
• Windows and Microsoft 365 administration/troubleshooting.
• DNS, DHCP, TCP/IP, VPNs, and firewalls experience.
• ConnectWise, NinjaOne, or similar RMM/PSA tools.
• Excellent written and verbal communication; comfortable with client contact.
• Takes ownership, follows through, and documents work clearly.

Responsibilities

• Own and resolve Level 2 escalations across multiple SMB client environments.
• Troubleshoot Windows, Microsoft 365, Active Directory, and Group Policy issues.
• Handle networking issues involving DNS, DHCP, TCP/IP, VPNs, and firewalls.
• Interact with clients via phone, email, and remote sessions.
• Serve as escalation point for Level 1 team and document resolutions.
• Maintain detailed ticket notes and utilize MSP platforms.

Skills

Active Directory

Group Policy

Windows Admin

Microsoft 365

DNS/DHCP

TCP/IP

VPNs

Firewalls

ConnectWise

NinjaOne

RMM/PSA tools

Communication

Documentation

Customer-first

Ownership

Tools

MSP experience

MSP tooling

Job description

Dallas, TX | Local Work From Home | $65K–$80K

A growing boutique Managed Service Provider supporting SMB clients across Texas and Florida is looking for an experienced Level 2 Support Engineer to join its distributed technical team.

This is a client-facing L2 position for someone who enjoys troubleshooting but also understands that great MSP support is about more than just closing tickets. The team operates around a Fast, Friendly, First-Time Fix philosophy, with a strong focus on communication, ownership, documentation, and resolving issues correctly the first time.

You’ll own a manageable ticket queue, handle escalations from the L1 team, and serve as a technical resource for junior technicians. Ticket volume is intentionally reasonable — typically around 3–4 hours of actual ticket work per day — giving engineers time to properly troubleshoot, communicate with clients, document their work, and follow issues through resolution.

What You’ll Be Doing

• Own and resolve Level 2 escalations across multiple SMB client environments.
• Troubleshoot Windows, Microsoft 365, Active Directory, and Group Policy issues.
• Handle common networking issues involving DNS, DHCP, TCP/IP, VPNs, and firewalls.
• Work directly with clients through phone, email, and remote support sessions.
• Serve as a technical resource and escalation point for the Level 1 support team.
• Take ownership of issues from initial troubleshooting through resolution rather than simply passing tickets along.
• Maintain accurate documentation and detailed ticket notes.
• Work within ConnectWise, NinjaOne, or similar MSP platforms.
• Help identify recurring issues and opportunities to improve internal processes and client environments.

What They’re Looking For

• Ideally 3–5 years of MSP experience.
• Strong hands-on experience with Active Directory and Group Policy.
• Solid Windows and Microsoft 365 administration/troubleshooting skills.
• Working knowledge of DNS, DHCP, TCP/IP, VPNs, and firewalls.
• Experience with ConnectWise, NinjaOne, or comparable RMM/PSA tools.
• Strong written and verbal communication skills.
• Comfortable picking up the phone and speaking directly with clients.
• Strong documentation and attention to detail.
• Someone who takes ownership, follows through, and genuinely enjoys solving problems.
• A customer-first personality and team-oriented mindset are extremely important.

This isn't necessarily a role where you have to remain an L2 engineer forever. The company is small enough that strong performers can have a meaningful impact on how the organization operates.

For the right person, there is potential to grow toward Service Management, Operations, or broader internal leadership, with longer-term potential for a partner-level opportunity as the business continues to grow.

• 100% employee health insurance coverage
• 401(k)
• Company-provided remote-work equipment
• Ongoing training and professional development
• Access to modern AI tools designed to improve productivity
• Birthday and work-anniversary recognition