MSP Support Engineer, Level 2

Ma'atIT; Phoenix (AZ); Hybrid; USD 59,000 - 72,000; Full time

Job summary

Ma’atIT, a growing managed IT services firm in Phoenix, Arizona, seeks an experienced Level 2 MSP Support Engineer. You will own tickets end-to-end, troubleshooting Microsoft 365, Exchange Online, Entra ID, Active Directory, Windows, and Intune, with emphasis on accurate communication and client outcomes.

This full-time role starts onsite for 90 days, then a hybrid schedule with three days in the office and two remote per week, plus occasional travel in the Phoenix area.

Qualifications

• 5+ years of MSP support experience preferred.
• Strong Microsoft 365, Windows, and networking troubleshooting.
• Experience supporting multiple customers or environments.
• Excellent communication, organization, and problem-solving skills.
• Ability to manage competing priorities without sacrificing client care or quality.
• Ownership, accountability, teamwork, and continuous learning.

Responsibilities

• Own tickets from initial investigation to resolution and documentation.
• Troubleshoot Microsoft 365, Exchange Online, Entra ID, AD, Windows, and Intune.
• Diagnose DNS, DHCP, VPN, firewall, wireless, and general networking issues.
• Investigate escalated issues and determine resolutions.
• Support device management, backups, and monitoring.
• Lead workstation deployments, migrations, and small infra projects.
• Communicate proactively with clients and set expectations.
• Maintain ticket notes and knowledge base articles.
• Collaborate with engineers to improve service delivery.

Skills

Microsoft 365

Windows

Networking

DNS/DHCP

VPN

Active Directory

Intune

Tools

HaloPSA

NinjaOne

ThreatLocker

Job description

Salary: $65,000 annually

Who We Are

At Ma’atIT, our mission is simple: We do what's right when no one is looking.

We believe technology should make people's lives easier, and that great IT support starts with taking care of people.

We're a growing managed IT services company specializing in supporting CPA firms and other professional organizations. We're looking for an experienced engineer who shares our values and takes pride in solving problems.

The Opportunity

We're looking for an independent Level 2 MSP Support Engineer who enjoys troubleshooting, takes ownership of their work, and genuinely cares about the clients they support.

This isn't an entry-level help desk position. We're looking for someone who can investigate an issue, make sound technical decisions, communicate with the client, and see the problem through to resolution without constant direction.

You'll spend approximately 80% of your time handling support tickets and escalations, with the remaining 20% contributing to technical projects.

What You'll Do

• Own technical support tickets from initial investigation through resolution and documentation.
• Troubleshoot Microsoft 365, Exchange Online, Entra ID, Active Directory, Windows, and Intune.
• Diagnose DNS, DHCP, VPN, firewall, wireless, and general networking issues.
• Investigate escalated technical issues and determine appropriate resolutions.
• Support device management, endpoint security, backups, and monitoring.
• Implement workstation deployments, migrations, and smaller infrastructure projects.
• Communicate proactively with clients, setting expectations and following through.
• Maintain accurate ticket notes, technical documentation, and knowledge base articles.
• Collaborate with fellow engineers and identify opportunities to improve service delivery.

What We're Looking For

• Demonstrated experience independently resolving Level 2 technical issues, preferably in an MSP environment.
• Strong Microsoft 365, Windows, identity management, and networking troubleshooting skills.
• Experience supporting multiple customers or technical environments.
• Excellent communication, organization, and problem-solving skills.
• The ability to manage competing priorities without sacrificing client care or quality.
• A commitment to ownership, accountability, teamwork, and continuous learning.

Bonus Points

• Experience with HaloPSA, NinjaOne, ThreatLocker, Microsoft Defender, Meraki, UniFi, Windows Server, virtualization, PowerShell, or automation is a plus.

What Matters Most

We believe great engineers do more than close tickets.

They take ownership. They communicate. They help their teammates. They acknowledge mistakes and learn from them. And they do what's right for clients even when nobody is watching.

Work Arrangement

This position is based in Phoenix, Arizona.

For the first 90 days, the position is primarily onsite to support onboarding, training, and team collaboration.

After 90 days, the regular schedule is three days in the office and two days remote per week, subject to client and operational requirements.

Occasional travel to client locations throughout the Phoenix metropolitan area is required.

Why Ma’atIT?

We're building a company where great people can do meaningful work, contribute ideas, grow their skills, and be part of a supportive team.

We take our responsibilities seriously, but we also believe work should be enjoyable. We value approachable leadership, accountability, mutual respect, and taking care of the people who trust us.

If that sounds like the kind of team you'd enjoy being part of, we'd love to meet you.