Customer Experience Support Engineer- broad role within a small MSP environment

Job Title: Customer Experience Support Engineer (L2/L3)

Company: Secure and Managed IT
Location: Chicago, IL (Hybrid – River North Office)
Type: Full-Time
Compensation: Competitive Salary, based on experience, with comprehensive benefits

About Secure and Managed IT

Secure and Managed IT is a customer-focused Managed Services Provider (MSP) and cybersecurity consultancy serving small and mid-sized organizations throughout the Chicago area. Built on a commitment to exceptional client service, transparency, and long-term partnerships, the company delivers cloud-first IT solutions, cybersecurity expertise, and proactive technology management to a select group of mission-driven clients. As a smaller, established firm, Secure and Managed IT offers an environment where employees enjoy greater ownership, meaningful client relationships, and opportunities for long-term professional growth.

About the Role

As a Customer Experience Support Engineer (L2/L3), you will provide advanced technical support for a diverse client base while serving as a trusted technology advisor. You'll troubleshoot complex technical issues, administer modern cloud platforms, manage endpoint technologies, and deliver outstanding customer service through both remote and onsite support.

This role is ideal for an experienced support engineer who values technical ownership, enjoys solving challenging problems, and prefers working within a collaborative, client-focused organization rather than a large corporate environment. Whether your goal is to gradually grow into broader technical leadership or become a long-term advanced support specialist, you'll have the opportunity to build a rewarding career.

Key Responsibilities

• Deliver advanced Level 2 and Level 3 technical support both remotely and onsite.
• Support and manage Windows and macOS environments using Microsoft Intune and Addigy.
• Administer Microsoft 365 and Google Workspace environments.
• Diagnose and resolve hardware, software, cloud infrastructure, networking, and cybersecurity issues.
• Accurately triage support requests, research solutions, and meet established service level agreements (SLAs).
• Utilize scripting, automation, software deployment, and proactive maintenance to improve client environments.
• Build trusted relationships with clients through exceptional communication and customer service.
• Take ownership of technical issues from initial diagnosis through successful resolution.
• Collaborate with internal team members to continuously improve support processes and client experience.
• Contribute to a culture focused on ethics, transparency, inclusion, automation, and client empowerment.

Requirements

• Minimum of 2 years of directly relevant Level 2/Level 3 support experience, or approximately 5+ years of comparable IT support experience.
• Hands-on experience managing Windows and macOS devices using Microsoft Intune and Addigy.
• Experience providing onsite and remote end-user support in client-facing environments.
• Strong administration experience with Microsoft 365 and Google Workspace.
• Experience working within Managed Services Provider (MSP), consulting, or outsourced IT environments.
• Knowledge of ticketing systems, PSA workflows, and service delivery best practices.
• Solid understanding of cybersecurity principles across multiple IT domains.
• Experience with PowerShell, Bash, scripting, automation, and mass software deployment.
• Strong troubleshooting, root cause analysis, organizational, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Self-motivated with the ability to work independently while managing multiple priorities ("Manager-of-One" mindset).

What We Offer

• Competitive salary based on experience.
• Hybrid work schedule with a combination of remote work and collaboration from the River North office.
• Opportunity to work with a highly respected, customer-focused MSP and cybersecurity consultancy.
• Collaborative, supportive team environment with minimal bureaucracy and greater technical ownership.
• Long-term career growth opportunities, whether advancing into broader technical leadership or continuing as a senior technical specialist.
• Exposure to modern cloud technologies, endpoint management platforms, cybersecurity solutions, and automation tools.
• Opportunity to support mission-driven organizations while making a meaningful impact on client success.
• Stable, people-first culture focused on transparency, ethics, continuous learning, and exceptional customer service.