Technical Support Engineer, MSP Tier 2

Power Consulting Group, Inc.; New York (NY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with matching

Paid time off

Professional development assistance

Job summary

Power Consulting Group, Inc. is seeking a qualified IT support professional to join our Managed Services team in a hybrid NYC-based role.

You will provide day-to-day client support across Windows and macOS, manage Microsoft 365 services, and diagnose networking issues while delivering professional, timely service. The ideal candidate has 3+ years in IT support within an MSP environment, strong communication skills, and certifications such as Network+ and Security+.

Qualifications

• 3+ years of professional IT support experience, with at least 1 year in an MSP help desk.
• Internal MSP help desk experience required; outsourced support dedicated to a single client does not count.
• Hands-on troubleshooting across Windows and macOS, including extensive Windows 10/11 support.
• Strong grounding in IP networking, LAN/WAN troubleshooting, and desktop, laptop, mobile device, peripheral, and application support.
• Experience with Microsoft 365 administration and support (Office 365, Exchange Online, Azure, Entra ID).
• Working knowledge of Active Directory, Windows Server basics, and mobile device support (iOS/Android).
• Apple OS X support experience is mandatory.
• Network+ and Security+ certifications are required.
• High school diploma or equivalent is preferred.
• Excellent verbal and written communication abilities are essential.
• Strong customer service, documentation, reporting, planning, and organizational skills are required.
• We value a detail-oriented, dependable, professional, and collaborative approach.
• A willingness to learn, teach, and grow with the team is important.
• Experience with Autotask, Kaseya, or SonicWall is preferred.

Responsibilities

• Provide client support and day-to-day customer service as part of our managed services team.
• Troubleshoot and resolve issues across desktops, laptops, networks, mobile devices, peripherals, and business applications.
• Maintain clear and accurate technical documentation.
• Support both Windows and macOS environments, along with Microsoft 365 and related cloud services.
• Diagnose networking issues and assist with LAN/WAN connectivity and device administration.
• Work closely with users while delivering professional, timely, and high-quality service.

Skills

MSP help desk

Windows 10/11

Windows/macOS troubleshooting

Communication

Customer service

Documentation

Organizational skills

Willingness to learn

Team collaboration

Education

High school diploma

Tools

Windows OS

macOS

Microsoft 365 Admin

Office 365

Azure

Exchange Online

Entra ID

Active Directory

Windows Server

Autotask

Kaseya

SonicWall

Job description

Requirements

Must have:

• We need someone with 3+ years of professional IT support experience and at least 1 year in an MSP help desk environment.
• Previous internal help desk experience at an MSP is required; outsourced support dedicated to a single client does not count.
• Strong hands-on troubleshooting experience across Windows and macOS is essential, including extensive Windows 10/11 support.
• Solid grounding in IP networking, LAN/WAN troubleshooting, and desktop, laptop, mobile device, peripheral, and application support is required.
• Experience with Microsoft 365 administration and support, including Office 365, Exchange Online, Azure, and Entra ID, is expected.
• Working knowledge of Active Directory, Windows Server basics, and iOS/Android device support is required.
• Apple OS X support experience is mandatory.
• Network+ and Security+ certifications are required.
• High school diploma or equivalent is preferred.
• Excellent verbal and written communication abilities are essential.
• Strong customer service, documentation, reporting, planning, and organizational skills are required.
• We value a detail-oriented, dependable, professional, and collaborative approach.
• A willingness to learn, teach, and grow with the team is important.
• Experience with Autotask, Kaseya, or SonicWall is preferred.

Responsibilities:

• We provide client support and day-to-day customer service as part of our managed services team.
• We troubleshoot and resolve issues across desktops, laptops, networks, mobile devices, peripherals, and business applications.
• We maintain clear and accurate technical documentation.
• We support both Windows and macOS environments, along with Microsoft 365 and related cloud services.
• We diagnose networking issues and assist with LAN/WAN connectivity and device administration.
• We work closely with users while delivering professional, timely, and high-quality service.

Company:

Power Consulting Group is a fast-growing, high-energy Managed IT Service Provider based in New York City. We have spent more than 20 years helping clients ranging from small businesses to large organizations with cloud, virtualization, security, and other technology services. We are known for exceptional customer service and award-winning managed services. This is a full-time hybrid role with three days in our NYC office and two days remote, and the position offers a competitive salary of $60,000 to $80,000 DOE along with benefits such as health, dental, and vision insurance, 401(k) and matching, paid time off, professional development assistance, and more.