Remote MSP Level 2 IT Service Desk Engineer

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

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.