Support Engineer

Signal Point Technologies; Massachusetts; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

medical

dental

vision

401(k)

generous paid PTO

holidays

Job summary

Signal Point Technologies is seeking a driven L2 Support Engineer to join our team in a hybrid setup across Northern MA and Southern NH. You will handle client-facing support, troubleshoot a range of desktop, server, and network issues, and collaborate with senior engineers on complex projects.

Ideal candidates have 2+ years in technical support, strong Windows and network knowledge, and experience with RMM/PSA tools.

Qualifications

• 2+ years of experience in technical support, preferably MSP environment
• Strong knowledge of Windows Servers, Active Directory, and Windows/Mac OS environments
• Strong knowledge of network fundamentals and configurations (TCP/IP, DNS, DHCP, VPN) and troubleshooting network issues
• Familiarity with RMM and PSA tools such as HaloPSA and NinjaOne
• Ability to work with cloud platforms such as Microsoft 365, Azure, and AWS
• Excellent troubleshooting skills with root cause analysis
• Strong communication skills to explain technical concepts to non-technical users

Responsibilities

• Provide first and second-level support for client systems
• Respond to support tickets and resolve issues promptly
• Escalate complex issues to senior engineers
• Monitor client systems using RMM tools
• Explain issues clearly to clients and stakeholders
• Perform routine maintenance tasks like patching and backups
• Assist with security deployments (antivirus, firewalls, encryption)
• Document tickets and configurations in the system
• Provide onsite and remote support as required
• Collaborate with senior engineers on complex problems
• Contribute to knowledge base and best practices

Skills

Windows Server

Active Directory

Networking basics

RMM tools

HaloPSA

NinjaOne

Cloud platforms

Microsoft 365

Azure

AWS

Troubleshooting

Communication

Tools

VMware

Hyper-V

Datto backups

Job description

Signal Point Technologies partners with businesses throughout New England to provide comprehensive IT solutions for real business problems. Every IT company answers the phone, fixes computer issues remotely, and drives onsite to your office, but does your IT partner really know your business and what it needs technology to do to grow? Partnering with Signal Point Technologies helps your business grow!

Signal Point Technologies offers Managed IT Solutions, Computer & Network Services, and Cyber Security Solutions for Businesses throughout New England. Stop worrying about managing your network and start focusing on running your business. Signal Point Technologies provides 24/7 complete network monitoring so you can sleep at night.

Reports To: Director of Operations

Location: Hybrid - Remote/Northern Ma/Southern NH

Position Summary:

The L2 Support Engineer will work with both the Service Desk and Engineering team to provide network technical support for a variety of client environments, assist with the surveying and onboarding of new clients, resolve technical issues, perform routine maintenance, and ensure system availability. As part of the Signal Point team, the L2 Support Engineer will handle incoming support requests and escalations, troubleshoot problems remotely or onsite, assist with onboarding projects, and collaborate with senior engineers on more complex technical issues and projects. This role is client-facing, requiring excellent communication and problem-solving skills.

Key Responsibilities:

• Technical Support and Troubleshooting:
• Provide first and second-level support for client systems, including desktops, servers, backup solution troubleshooting, and network infrastructure.
• Respond to support tickets, troubleshoot issues, and resolve them in a timely manner.
• Escalate complex or unresolved issues to senior engineers as needed.
• Monitor client systems proactively using Remote Monitoring and Management (RMM) tools.
• Client Communication:
• Explain technical issues in clear, non-technical language to clients and stakeholders.
• Manage client expectations by providing realistic timelines for issue resolution.
• System Maintenance and Monitoring:
• Perform routine maintenance tasks such as patching, backups, and system health checks.
• Monitor system performance, identify potential issues, and take preventive actions to avoid service disruptions.
• Assist with the implementation of security protocols, including antivirus, firewalls, and data encryption.
• Ensure all systems have the appropriate reporting and that alerting is working as intended.
• Check to ensure all systems are following best practices.
• Documentation and Reporting:
• Document all support interactions and troubleshooting steps in the ticketing system.
• Maintain accurate records of system configurations, changes, and incidents.
• Contribute to the development of knowledge base articles and support documentation.
• Onsite and Remote Support:
• Provide both remote and onsite support (when applicable) as required by the client’s service level agreement (SLA).
• Assist with hardware installations, system configurations, firmware upgrades, and software upgrades on client premises.
• Collaboration and Escalation:
• Collaborate with senior engineers to resolve complex issues.
• Provide root cause analysis for recurring problems/issues.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Security and Compliance:
• Ensure compliance with client security policies and industry standards (e.g., GDPR, HIPAA).
• Implement security patches, configure networking devices, and enforce security protocols as part of regular maintenance.

Required Skills and Qualifications:

• 2+ years of experience in technical support, preferably within an MSP environment.
• Strong knowledge of Windows Servers, Active Directory, and Windows/Mac OS environments.
• Strong knowledge of network fundamentals and configurations(TCP/IP, DNS, DHCP, VPN) and troubleshooting network issues.
• Familiarity with RMM and PSA tools such as, HaloPSA and NinjaOne.
• Ability to work with cloud platforms such as Microsoft 365, Azure, and AWS.
• Excellent troubleshooting skills and the ability to diagnose technical issues across a range of technologies while providing root cause analysis.
• Strong communication skills and the ability to explain technical concepts to non-technical users.

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or Cisco CCNA a plus.
• Microsoft Azure and AWS experience.
• Exposure to Datto backups a plus.
• Experience with virtualization technologies (e.g., VMware, Hyper-V).
• Basic scripting skills (e.g., PowerShell) for automation.
• Familiarity with ITIL processes and service management best practices.
• Solid understanding of networking concepts, including VLANs, firewalls, and wireless solutions.

Personal Attributes:

• Strong customer service orientation and the ability to work under pressure.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A proactive approach to problem-solving with strong attention to detail.
• Team player with excellent interpersonal skills.
• Desire to document whenever possible and strive to grow.

What We Offer

Our competitive pay and employee benefits program reflects a commitment to attract, motivate, and retain high-quality employees. The employee benefits program includes medical, dental, vision , 401(k), generous paid PTO, and holidays.

• medical
• dental
• vision
• 401(k)
• generous paid PTO
• holidays