Help Desk Engineer Level 2 (MSP / Hybrid WFH)

Help Desk Engineer Level 2 (MSP / Hybrid WFH)

Location: New York City

Work Model: Hybrid WFH, 3 to 4 days remote with 1 to 2 days onsite at NYC client locations

Salary: $65,000 to $75,000

MSP Experience: Required

Level 2 MSP Support With Strong WFH Flexibility

We are a cybersecurity-focused Managed Services Provider hiring a Help Desk Engineer Level 2 to support a growing NYC client base.

This is a strong fit for an MSP technician who wants more ownership, exposure to Microsoft cloud and networking, and a path to continue developing technically. You will work a focused queue of approximately 20 tickets per week, giving you more time to troubleshoot issues thoroughly rather than simply chasing ticket volume.

The role is primarily work from home with 1 to 2 days per week spent at local NYC client sites.

What You Will Work On

• Own Level 2 support tickets across multiple MSP client environments

• Administer and troubleshoot Microsoft 365, Entra ID, Intune, Cloud PCs, and Single Sign-On

• Troubleshoot firewalls, site-to-site VPNs, DNS, DHCP, and general network connectivity

• Handle user onboarding, offboarding, permissions, and endpoint configuration

• Assist with firewall upgrades, data migrations, and other infrastructure projects

• Communicate directly with clients and maintain clear ticket documentation

• Participate in a light, paid on-call rotation

What We Are Looking For

• MSP experience supporting multiple client environments is required

• 2+ years of hands-on IT support experience with strong Level 2 troubleshooting ability

• Experience with Microsoft 365, Entra ID, Intune, and endpoint administration

• Working knowledge of firewalls, VPNs, DNS, DHCP, and networking fundamentals

• Ability to independently troubleshoot issues and communicate clearly with clients

• Strong initiative, organization, and desire to continue developing technically

• Must live in the NYC metro area and have reliable transportation for client visits

Benefits and Perks

• $65,000 to $75,000 salary based on experience

• Hybrid WFH schedule with 3 to 4 remote days per week

• Company laptop plus $1,000 home office allowance

• No traditional PTO tracking

• Flexible maternity and paternity leave

• 401(k) with non-elective company contribution and immediate vesting

• Medical coverage with buy-up and HSA options

• Short-Term and Long-Term Disability, Life, Critical Illness, Accident, and Cancer Insurance

• Full reimbursement for successfully completed technical certifications

• Paid stipend for light on-call responsibilities

• AI-enabled ticketing and documentation tools designed to reduce administrative work and give engineers more time to solve technical problems