Tier 2 Support Engineer (MSP) – Hybrid

Bowman Williams; New York (NY); Hybrid; USD 65,000 - 80,000; Full time

Job summary

Bowman Williams is seeking a Tier 2 Support Engineer for a hybrid role in Manhattan, NY. You’ll troubleshoot across Windows, macOS, and cloud services, support Microsoft 365, Azure Entra ID, and Google Workspace, and work onsite with clients while coordinating remote assistance.

Prior MSP experience is essential. The position offers 3 days onsite and 2 days remote with a salary range of $65,000–$80,000 annually.

Qualifications

• Experience delivering Tier 2 MSP support across multiple client environments.
• Strong Microsoft 365 administration and troubleshooting skills.
• Hands-on experience with Azure, Entra ID, and Exchange Online.
• Proficient in Windows 10/11 and macOS support.
• Experience with RMM tools and PSA ticketing systems.

Responsibilities

• Troubleshoot and resolve issues across desktops, laptops, servers, networks, and cloud services.
• Administer and support M365, Exchange Online, Entra ID, and Google Workspace.
• Troubleshoot Windows 10/11 and macOS environments.
• Manage onboarding/offboarding, accounts, permissions, and device configurations.
• Support Active Directory, Windows Server, and basic domain administration.
• Diagnose networking issues (TCP/IP, DNS, DHCP, VPNs, LAN/WAN, firewalls).
• Provide onsite support in NYC and Northern NJ as needed.
• Create and maintain technical docs and SOPs.
• Document resolutions and maintain time entries in PSA systems.

Skills

MSP experience

Tier 2 support

Microsoft 365 administration

Azure Entra ID

Google Workspace

Windows troubleshooting

macOS troubleshooting

RMM tools

PSA platforms

Onsite & remote support

Tools

RMM tools

PSA platforms

Job description

Work Arrangement: Hybrid – 3 Days Onsite / 2 Days Remote

Salary: $65,000–$80,000 Annually

Employment Type: Full-Time | Direct Hire

About the Opportunity

We are seeking a motivated Tier 2 Support Engineer to join an established Managed Service Provider (MSP) in Manhattan, NY.

This opportunity is ideal for an IT professional with hands-on MSP experience who enjoys troubleshooting technical issues, supporting multiple client environments, and delivering exceptional customer service.

The position offers a combination of remote technical support, onsite client support, and exposure to a variety of technologies, including Microsoft 365, Azure, Entra ID, Google Workspace, networking, Windows, and macOS environments.

The ideal candidate is a proactive, customer-focused engineer who takes ownership of technical issues, maintains strong documentation practices, and enjoys working in a fast-paced MSP environment.

Previous MSP experience is required.

Key Responsibilities

• Troubleshoot and resolve issues involving desktops, laptops, servers, networks, applications, and cloud services.
• Administer and support Microsoft 365, Exchange Online, Microsoft Entra ID, and Google Workspace.
• Troubleshoot Windows 10/11 and macOS operating systems.
• Manage user onboarding and offboarding, including account provisioning, permissions, and device configuration.
• Support Active Directory, Windows Server, and basic domain administration.
• Diagnose networking issues involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, LAN/WAN connectivity, and firewalls.
• Support Apple devices, including macOS, Apple Business Manager, and mobile device management solutions.
• Troubleshoot mobile devices, including iOS and Android.
• Utilize RMM tools for remote troubleshooting, system monitoring, patch management, scripting, and endpoint maintenance.
• Manage support tickets, document resolutions, and maintain accurate time entries using PSA platforms.
• Create and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles.
• Identify recurring technical issues and recommend process improvements.
• Provide onsite technical support to clients throughout the NYC and Northern New Jersey areas as needed.
• Collaborate with senior engineers to resolve escalated issues and improve client environments.
• Maintain strong client relationships through professional communication and timely issue resolution.

Required Qualifications

• Previous professional experience working for a Managed Service Provider (MSP).
• Hands-on experience resolving Tier 2 technical support issues across multiple client environments.
• Strong Microsoft 365 administration and troubleshooting experience.
• Working knowledge of Microsoft Azure, Entra ID, and Exchange Online.
• Experience supporting Windows 10/11 and Microsoft Office applications.
• Strong networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, LAN/WAN, and the OSI model.
• Experience troubleshooting desktops, laptops, printers, mobile devices, and peripherals.