Role Brief

A strong L2 Engineer responsible for managing Microsoft 365, Google Workspace, Windows/macOS endpoints, RMM automation, ticket resolution, and security-focused service delivery for a cyber-focused MSP. The role supports day-to-day technical operations while ensuring excellent customer experience.


Key Role Deliverables

• Manage and troubleshoot M365 + Google Workspace environments

• Provide advanced Windows & macOS endpoint support

• Use NinjaRMM (or similar) for monitoring, scripting, and automation

• Resolve 6+ tickets per day on average

• Handle 4–5 client environments with proactive maintenance during downtime

• Support MDR/SOC tools (Huntress or Field Effect preferred)

• Ensure high-quality communication and customer satisfaction

• Participate in small to medium IT tasks/projects when needed
  

Education Requirement

Bachelors degree in IT, Computer Science, or related field not required

Minimum Years of Experience in similar role

3-5 years in an L2 engineer or MSP support role


Technical System Experience

• M365 administration (Exchange Online, Teams, OneDrive, Entra/Azure AD)

• Google Workspace administration

• Windows 10/11 and macOS advanced troubleshooting

• RMM tools: NinjaRMM preferred, but Atera, N-able, ConnectWise, Kaseya, SuperOps also acceptable

• Scripting: PowerShell (preferred) or Bash

• Security exposure: MDR/EDR experience (Huntress or Field Effect highly beneficial)

• Ticketing systems & KB documentation