MSP Level 2 IT Support Engineer

Preferred Business Systems, Inc.; Whippany (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

Preferred Business Systems, Inc. in Whippany, NJ, is seeking a seasoned Level 2 Technician to resolve advanced client issues and guide Level 1/1.5 staff. You will own incidents end-to-end, provide technical leadership, and ensure documentation quality across diverse client environments.

The role covers Microsoft 365, identity administration, endpoint management, Windows/Linux servers, networking, and server infrastructure. Strong troubleshooting, independence, and customer service are essential.

Qualifications

• 3–6 years of experience in an MSP or comparable IT support environment.
• Skill level equivalent to an experienced Level 2 Technician.
• Strong hands-on experience with: Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Windows desktop and server operating systems, Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience with endpoint management solutions.
• Ability to troubleshoot independently with minimal supervision.
• Strong communication, documentation, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as the primary escalation point for Level 1 and Level 1.5 technicians.
• Independently troubleshoot and resolve moderately complex to advanced technical issues.
• Perform root cause analysis to prevent recurring incidents.
• Escalate issues to senior engineers only when appropriate.
• Maintain ownership of incidents until full resolution.
• Administer and troubleshoot Microsoft 365, Exchange Online, Teams, OneDrive, SharePoint, Entra ID (Azure AD), MFA, and CA.
• Manage licensing and user lifecycle tasks.
• Troubleshoot authentication, synchronization, and mail flow issues.
• Support Windows and macOS devices across client environments.
• Perform workstation deployments, imaging, and hardware diagnostics.
• Administer endpoint management platforms (Intune, Autopilot, Jamf, SCCM).
• Assist with patch management and endpoint security initiatives.
• Administer Windows Server, Active Directory, DNS, DHCP, and Group Policy.
• Assist with server upgrades and infrastructure maintenance.
• Support virtualization platforms and backups.
• Diagnose TCP/IP, VPN, firewalls, networking equipment, VLANs, DNS/DHCP.
• Configure switches, access points, routers, and security appliances.
• Maintain detailed ticket documentation and SOPs.
• Mentor Level 1/1.5 technicians, share knowledge, and support projects.

Skills

Microsoft 365

Active Directory

Azure AD

Windows OS

Networking

Endpoint management

Documentation

Customer service

Tools

HaloPSA

ConnectWise

N-able

NinjaOne

Datto RMM

IT Glue

Jamf

Hyper-V

VMware

Job description

Preferred Business Systems, Inc. in Whippany, NJ, is seeking a seasoned Level 2 Technician to resolve advanced client issues and guide Level 1/1.5 staff. You will own incidents end-to-end, provide technical leadership, and ensure documentation quality across diverse client environments.

The role covers Microsoft 365, identity administration, endpoint management, Windows/Linux servers, networking, and server infrastructure. Strong troubleshooting, independence, and customer service are essential.