Tier 2 MSP IT Support Engineer

Myldi; Shelton (CT); Hybrid; USD 55,000 - 70,000; Full time

Job summary

LDI Connect is a premier Managed Service Provider with offices across CT, NJ, NYC, and LA, seeking a Level 2 IT Support Specialist. The role targets strong Microsoft 365 and networking fundamentals, with direct client-facing support and travel across CT, NJ, and NYC metro areas.

The ideal candidate will manage complex tickets, coordinate with Level 3/4 engineers, and contribute to a premium client experience in a fast-paced SLA-driven environment.

Qualifications

• 3+ years of IT support experience, with at least 1 year in an MSP or multi-client environment.
• Proficiency with Microsoft 365 administration — Exchange Online, Teams, SharePoint, OneDrive, and Intune.
• Hands-on experience with Azure Active Directory / Entra ID: user/group management, conditional access, MFA, and SSPR.
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, and subnetting.
• Experience configuring and troubleshooting firewall and switching hardware (Fortinet, Cisco, Meraki, Ubiquiti, or equivalent).
• Strong client communication skills — ability to translate complex technical issues into clear, non-technical language.
• Demonstrated ability to manage and prioritize multiple concurrent tickets in an SLA-driven environment.
• Valid driver's license and reliable transportation for occasional client site visits in the NYC Metro area.

Responsibilities

• Act as the primary escalation point for tickets from Level 1, driving timely resolution of complex technical issues within defined SLAs.
• Provide direct client-facing support via phone, email, remote session, and occasional on-site visits throughout the NYC Metro area.
• Administer Microsoft 365 environments — Exchange Online, SharePoint, Teams, OneDrive, and Intune MDM/device management.
• Manage Azure Active Directory / Entra ID: user lifecycle, group policies, conditional access policies, MFA enrollment, and SSO configurations.
• Troubleshoot and configure network infrastructure including firewalls (Fortinet, Cisco, Meraki), managed switches, VLANs, and Wi‑Fi access points.
• Maintain accurate, detailed ticket documentation, resolution notes, and knowledge base articles within PSA/RMM platforms (ConnectWise, Autotask, or similar).
• Collaborate with Level 3/4 engineers on escalated infrastructure and security issues, providing clear handoff context.
• Identify patterns in recurring incidents and contribute to root cause analysis and permanent resolution strategies.
• Participate in after-hours / on-call rotation as required by business needs.

Skills

MS 365 administration

Azure Active Directory / Entra ID

Networking fundamentals

Customer communication

Ticket management / SLA

On-call rotation

Tools

ConnectWise

Autotask

Fortinet

Cisco

Meraki

Ubiquiti

PowerShell

Job description

LDI Connect is a premier Managed Service Provider with offices across CT, NJ, NYC, and LA, seeking a Level 2 IT Support Specialist. The role targets strong Microsoft 365 and networking fundamentals, with direct client-facing support and travel across CT, NJ, and NYC metro areas.

The ideal candidate will manage complex tickets, coordinate with Level 3/4 engineers, and contribute to a premium client experience in a fast-paced SLA-driven environment.