Help Desk Engineer Level 2 (MSP / Hybrid WFH)

Help Desk Engineer Level 2 (MSP / Hybrid WFH)Location: New York CityWork Model: Hybrid WFH, 3 to 4 days remote with 1 to 2 days onsite at NYC client locationsSalary: $65,000 to $75,000MSP Experience: RequiredLevel 2 MSP Support With Strong WFH FlexibilityWe 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 rotationWhat 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 visitsBenefits 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