| Location | Richardson, TX |
Location: Richardson, TX
Employment Type: Full-Time
Industry: Managed IT Services (MSP)
Experience: 3+ years in IT support, preferably within an MSP
Work Arrangement: Onsite
We are seeking a skilled and customer-focused Level 2 Service Desk Engineer to join a growing Managed Services Provider (MSP) in Richardson, TX.
This position is ideal for an IT professional who enjoys troubleshooting complex technical issues, supporting multiple client environments, and delivering exceptional customer service.
As a Level 2 Service Desk Engineer, you will handle escalated technical issues, troubleshoot Microsoft 365 and network environments, manage endpoint security, and collaborate with senior engineers to ensure timely resolutions.
The ideal candidate combines strong technical troubleshooting abilities, excellent communication skills, personal accountability, and a proactive approach to problem-solving.
Technical Support & Troubleshooting
Provide Level 2 technical support for multiple MSP clients across diverse IT environments.
Troubleshoot and resolve escalated issues involving Windows operating systems, Microsoft 365, networking, and endpoint devices.
Diagnose hardware, software, connectivity, and application-related problems.
Support Windows 10/11 workstations and Windows Server environments.
Troubleshoot remote access, VPN connectivity, printers, and peripheral devices.
Escalate complex infrastructure issues to Level 3 engineers with detailed troubleshooting notes.
Microsoft 365 & Cloud Administration
Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
Manage Microsoft Entra ID users, groups, permissions, and authentication.
Troubleshoot multifactor authentication (MFA), conditional access, and identity-related issues.
Support Microsoft Intune device enrollment, configuration policies, and compliance.
Troubleshoot Microsoft 365 licensing, mailbox permissions, and email delivery issues.
Networking & Infrastructure
Troubleshoot LAN/WAN connectivity, DNS, DHCP, TCP/IP, and VPN issues.
Assist with firewall, router, switch, and wireless connectivity troubleshooting.
Support Active Directory, Group Policy, and Windows Server administration.
Diagnose network performance and connectivity problems.
Assist with backup monitoring, restore requests, and disaster recovery procedures.
MSP Tools & Service Delivery
Work within PSA/ticketing platforms such as ConnectWise PSA, Autotask, or HaloPSA.
Utilize RMM platforms such as ConnectWise RMM, Datto RMM, NinjaOne, or Kaseya.
Maintain accurate client documentation using IT Glue, Hudu, or similar platforms.
Monitor and respond to alerts related to endpoints, servers, security, and backups.
Follow established SLAs, escalation procedures, and ticket documentation standards.
Identify opportunities for automation, knowledge-base improvements, and recurring issue prevention.
Customer Service & Collaboration
Communicate technical issues and resolutions clearly to nontechnical users.
Take ownership of assigned tickets from initial investigation through resolution.
Provide timely updates to clients regarding ticket status and next steps.
Collaborate with Level 1 technicians, senior engineers, and project teams.
Identify recurring problems and recommend permanent solutions.
Contribute to internal knowledge bases and standard operating procedures.
3+ years of professional IT support experience, ideally within an MSP.
Demonstrated experience supporting multiple customers or IT environments.
Strong troubleshooting skills with Windows 10/11 and Microsoft 365.
Working knowledge of Active Directory, Group Policy, and Microsoft Entra ID.
Experience troubleshooting DNS, DHCP, TCP/IP, VPNs, and network connectivity.
Familiarity with Microsoft Intune and endpoint management.
Experience using PSA, RMM, and IT documentation platforms.
Ability to independently resolve moderately complex technical issues.
Strong written and verbal communication skills.
Excellent organizational skills and attention to detail.
Ability to manage competing priorities in a fast-paced service desk environment.
Microsoft certifications such as MS-900, AZ-900, MD-102, or MS-102.
CompTIA Network+ or Security+.
Experience with Azure infrastructure and hybrid Active Directory environments.
Familiarity with firewalls such as SonicWall, Fortinet, or Meraki.
Experience with backup solutions such as Veeam, Datto BCDR, or Axcient.
Understanding of cybersecurity tools including EDR, MDR, and email security.
Experience with PowerShell scripting and basic automation.
Familiarity with ITIL service management principles.
First 30 Days
Become familiar with client environments, tools, documentation, and escalation procedures.
Demonstrate the ability to troubleshoot common Level 2 support requests.
Build strong working relationships with the service desk and engineering teams.
First 60 Days
Independently manage and resolve Level 2 tickets within established SLAs.
Demonstrate strong troubleshooting practices and documentation quality.
Identify opportunities to reduce repeat tickets and improve client experiences.
First 90 Days
Consistently deliver timely, high-quality technical support.
Reduce unnecessary escalations through effective troubleshooting.
Contribute to process improvements, documentation, and knowledge sharing.
Demonstrate ownership, accountability, and strong customer satisfaction.
We're looking for someone who is more than just technically capable.
The ideal candidate is:
Customer-focused: Understands that excellent IT support is about people as much as technology.
Accountable: Takes ownership of problems and follows through.
Analytical: Troubleshoots systematically rather than relying on guesswork.
Collaborative: Works effectively with teammates and shares knowledge.
Curious: Continuously seeks to improve technical knowledge and skills.
Adaptable: Comfortable supporting different client environments and technologies.
Process-oriented: Values documentation, consistency, and operational efficiency.
This opportunity provides exposure to diverse technologies and client environments while offering the chance to strengthen technical expertise and progress toward senior engineering, infrastructure, cloud, or cybersecurity roles.
You'll be part of a team that values accountability, collaboration, continuous improvement, and delivering exceptional customer experiences.
Location: Richardson, Texas
Position: Level 2 Service Desk Engineer
Employment: Full-Time, Onsite
Interested candidates are encouraged to apply.