Tier 2 Help Desk Engineer - Remote

Overview

We are seeking an experienced Tier 2 Help Desk Engineer to join our growing Managed Services Provider (MSP) team. This position offers a hybrid work environment, allowing you to work primarily from home while visiting client sites in the Greensboro area as needed.

In Short

• Provide advanced technical support and problem resolution for client infrastructure, networks, and systems.
• Serve as an escalation point for Tier 1 technicians, offering guidance and mentorship.
• Manage and resolve complex technical issues using ConnectWise ticketing system.
• Perform on-site technical support and project work at client locations when required.
• Maintain and optimize client systems, including servers, networks, and security infrastructure.
• Document technical solutions and maintain knowledge base articles.
• Participate in after-hours on-call rotation as needed.
• Collaborate with team members to implement best practices and improve service delivery.

Requirements

• 3+ years of experience in IT support, with at least 2 years at Tier 2 or higher level.
• Proven experience with ConnectWise platform.
• Strong understanding of Windows Server, Active Directory, and network infrastructure.
• Experience with common business applications and cloud services (Microsoft 365, Azure, etc.).
• Valid driver's license and reliable transportation for client site visits.
• Excellent problem-solving and analytical skills.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Must reside in or be willing to relocate to the Greensboro, NC area.

Benefits

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Remote work flexibility.
• Company-provided tools and equipment.