Tier 2 MSP IT Support | Hybrid, Client-Facing

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

Job summary

LDI Connect is a high-performing MSP with offices across the NYC Metro area and the Northeast. We seek a Level 2 IT Support Specialist who will be the primary escalation point for complex issues, with strong Microsoft 365 and networking fundamentals.

The role is hybrid and involves travel across CT, NJ, NYC, and LI to meet clients and support deployments. You will manage Exchange Online, SharePoint, Teams, and Intune, administer Azure Entra ID, and troubleshoot firewalls and switches while

Qualifications

• 3+ years IT support experience, including MSP or multi-client environment.
• Proficiency with Microsoft 365 administration (Exchange Online, Teams, SharePoint).
• Hands-on experience with Azure Active Directory / Entra ID and MFA.
• Strong networking fundamentals and hands-on firewall/switch knowledge.
• Excellent client communication and ability to handle multiple tickets.

Responsibilities

• Act as escalation point for Level 1 tickets and drive resolutions within SLAs.
• Provide direct client support via phone, email, remote sessions, and on-site visits as needed.
• Administer Microsoft 365 environments (Exchange Online, SharePoint, Teams, OneDrive, Intune).
• Manage Azure AD/Entra ID user lifecycles, policy enforcement, and SSO configs.
• Troubleshoot networks, firewalls (Fortinet, Cisco, Meraki), switches, VLANs, and Wi‑Fi.
• Maintain detailed ticket notes and knowledge base entries in PSA/RMM tools.
• Collaborate with senior engineers on escalated issues and root-cause analysis.
• Identify recurring incidents and assist with permanent resolutions.
• Participate in after-hours / on-call rotation as required.

Skills

Microsoft 365 administration

Azure Active Directory

Networking fundamentals

Firewall/Switch configuration

Client communication

Ticketing / SLA management

Driver's license

Tools

ConnectWise

Kaseya

Job description

LDI Connect is a high-performing MSP with offices across the NYC Metro area and the Northeast. We seek a Level 2 IT Support Specialist who will be the primary escalation point for complex issues, with strong Microsoft 365 and networking fundamentals.

The role is hybrid and involves travel across CT, NJ, NYC, and LI to meet clients and support deployments. You will manage Exchange Online, SharePoint, Teams, and Intune, administer Azure Entra ID, and troubleshoot firewalls and switches while