Tier 2 IT Support Engineer - Hybrid MSP

Effortless Office; United States; Hybrid; USD 50,000 - 54,000; Full time

Benefits offered by this job

Health insurance

401K+ employer match

Paid time off and holidays

Career growth and development

Job summary

Effortless Office is seeking a Tier2 Support Analyst to provide high-level IT support in a hybrid MSP setup. You will mentor Tier 1, manage tickets, and develop knowledge bases for recurring issues.

The role covers hardware, software, networking, AD, Windows Server, and VMware with a focus on quality end-user support and clear documentation. 2 days in Victorville, 2 days in Lake View Terrace, and 1 day remote.

Qualifications

• High School diploma or equivalent (degree preferred).
• 3–7 years of IT, HelpDesk and/or MSP experience.
• Required: MS-102 Microsoft 365 Administrator and CompTIA Net+ or CCNA.
• Preferred: VMware Certified Professional (VCP) and Microsoft 365 Administrator Expert.
• Excellent interpersonal skills with strong phone etiquette.
• Experience supporting end users via phone, email, and tickets.
• Familiarity with help desk ticketing systems and networking/server management.

Responsibilities

• Provide prompt support to clients via phone, email, or ticketing system.
• Respond to and resolve escalated tickets from Tier 1 analysts promptly.
• Troubleshoot hardware, software, network, and peripherals issues.
• Perform root cause analysis and suggest process improvements.
• Document incidents, actions taken, and resolutions in the ticketing system (ConnectWise/Autotask).
• Collaborate with Tier 3 and project teams for upgrades and onboarding.
• Maintain SLAs and ensure high customer satisfaction through clear communication.
• Maintain accurate documentation of troubleshooting steps for future reference.
• Contribute to and maintain the internal knowledge base.

Skills

IT Helpdesk

MSP experience

On-call rotation

Customer service

Phone support

Strong communication

Education

High School diploma

Tools

MS365 Admin

Azure AD

VMware

Kaseya

ConnectWise/Autotask

Job description

Effortless Office is seeking a Tier2 Support Analyst to provide high-level IT support in a hybrid MSP setup. You will mentor Tier 1, manage tickets, and develop knowledge bases for recurring issues.

The role covers hardware, software, networking, AD, Windows Server, and VMware with a focus on quality end-user support and clear documentation. 2 days in Victorville, 2 days in Lake View Terrace, and 1 day remote.