MSP Level 2 Help Desk — Hybrid WFH with Fortinet

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

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.