Support Engineer - Level 2

BizTechPro is a fast-growing Managed Service Provider serving small and mid-sized businesses across the NY/NJ region. We are a Microsoft-first MSP known for strong operational standards, a security-focused approach, and high-touch client support.

We are seeking a Level 2 Support Engineer to serve as a technical anchor for our Help Desk — someone who balances strong technical execution with an ownership mindset and a commitment to process improvement.
This role is ideal for a strong generalist who thrives in a Microsoft 365–centric environment, handles 10+ tickets per day, and leads by example in a fast-paced MSP.

Key Responsibilities
Advanced Technical Support & Escalation
Serve as a primary point of contact for customers, resolving intermediate and complex support issues.
Manage and troubleshoot Microsoft 365 tenants, including:
Exchange Online
SharePoint
OneDrive
Licensing and permissions
Administer Entra ID (Azure AD):
Group and role management
Conditional Access
SSO configuration
MFA enforcement and troubleshooting
Oversee Intune management:
Autopilot provisioning
Device compliance policies
Application deployment
Endpoint security baselines
Perform full user onboarding and offboarding:
Accounts, licenses, groups, MFA
Device provisioning and access removal
Troubleshoot SMB-level infrastructure:
Wi-Fi connectivity issues
DHCP and DNS conflicts
Client VPN failures
Basic firewall and access point issues

Security, Compliance & Identity
Enforce BizTechPro’s cybersecurity standards and tool stack.
Troubleshoot authentication issues using sign-in logs, Conditional Access insights, and MFA diagnostics.
Ensure customer environments align with BizTechPro identity, access, and security best practices.

Line-of-Business (LOB) & Vendor Support
Install, troubleshoot, and support Line-of-Business (LOB) applications across multiple verticals, including medical, legal, finance, and SMB environments.
Assist customers in accessing and working with third-party software vendors for complex escalations.
Configure and support integrations such as:
Outlook plugins
Printers and scanners
Imaging and specialty hardware

Process Engineering & Documentation
Identify recurring technical issues and contribute to the creation and improvement of Standard Operating Procedures (SOPs) for Level 1 support.
Maintain accurate, detailed documentation in the ticketing system, including troubleshooting steps, root cause analysis, and final resolution.
Collaborate with teammates to share knowledge and improve overall Service Desk efficiency.
Mentor and guide Level 1 engineers through documentation, peer support, and best practices.

Supported Applications & Technology Stack
BizTechPro operates a standardized, security-first MSP tool stack. The Level 2 Support Engineer will regularly work with the following platforms and technologies. Prior experience is preferred, but the ability to learn new tools quickly is essential.
Networking & Infrastructure
Ubiquiti Network Equipment (Access Points, Switches, Gateways)
Untangle / Arista Firewalls
Client VPN technologies (varies by environment)
Identity, Security & Access Control
Duo (Multi-Factor Authentication)
IRONSCALES (Email Security & Phishing Protection)
Blackpoint Cyber (Managed SOC / MDR)
Webroot (Endpoint Protection)
Backup & Business Continuity
Datto Backup (BCDR)
Axcient Backup
DropSuite Backup (Microsoft 365 & Google Workspace)
DropSuite QuickBooks Online Backup
Endpoint & Device Management
Microsoft Intune & Autopilot
Addigy (Apple Device Management)
Print & Application Platforms
Printix (Cloud Print Management)
RightNetworks (Hosted Application Environments)

Qualifications & Requirements
Professional Experience
3–5 years of experience in an MSP or multi-tenant environment.
Proven ability to handle 10+ tickets per day while maintaining high customer satisfaction and documentation quality.
Technical Proficiency
Strong hands-on experience with:
Microsoft 365 Admin Center
Entra ID (Azure AD)
Intune and Autopilot
SharePoint and OneDrive
Solid understanding of:
TCP/IP, DNS, DHCP, VPNs
Windows 10/11
Peripheral hardware (printers, scanners, VoIP devices)
Experience with firewall and access point troubleshooting is preferred.
PowerShell experience is a plus.

Soft Skills & Mindset
Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
An ownership mentality — proactive, accountable, and solution-focused.
Organized, process-driven, and comfortable working in a ticket-based MSP environment.
Willingness and ability to mentor others through documentation and collaboration.