Senior IT Support Engineer (Tier 2/3)

The Senior IT Support Engineer (Tier 2/3) role at I.T. WORKS! Inc. is an in-person position based in West Barnstable, MA, focused on advanced troubleshooting and escalated client support within an MSP environment. The role also contributes to infrastructure and project work, including deployments and migrations.

Role Responsibilities

• Own issues that require additional time or technical depth beyond the frontline Support Team.
• Troubleshoot and resolve problems involving Windows desktops and servers.
• Troubleshoot and resolve problems involving Active Directory and Group Policy.
• Troubleshoot and resolve problems involving Microsoft 365 and Exchange.
• Troubleshoot and resolve problems involving Microsoft Entra ID and Azure environments.
• Troubleshoot and resolve problems involving firewalls, switches, VLANs, and VPNs.
• Troubleshoot and resolve problems involving DNS and network connectivity.
• Troubleshoot and resolve problems involving backup and recovery systems.
• Troubleshoot issues involving business applications and third-party software.
• Troubleshoot hardware and infrastructure issues.
• Take ownership of escalated tickets and help engineers troubleshoot difficult issues.
• Share knowledge, mentor team members, and help identify recurring problems and improvement opportunities.
• Work directly with clients and keep them informed throughout an issue.
• Assist frontline support when escalation volume allows.
• Perform onsite client work when needed.
• Collaborate with the Project Team on server deployments and migrations, network and firewall upgrades, Microsoft 365 and cloud migrations, infrastructure replacements, backup and disaster recovery improvements, and client technology standardization.
• Participate in an on-call rotation, including occasional weekends.
• Occasionally travel to client locations.

Required Qualifications

• 4+ years of professional IT support experience.
• Strong troubleshooting skills for Windows workstations and Windows Server.
• Working knowledge of Active Directory.
• Microsoft 365 administration experience.
• Networking knowledge including TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Experience troubleshooting firewalls and network connectivity.
• Ability to independently investigate and resolve unfamiliar technical problems.
• Strong written and verbal communication skills, including professional client communication.
• Strong documentation habits.
• Ability to commute to the West Barnstable, MA office.

Technologies

• Windows
• Active Directory
• Group Policy
• Microsoft 365
• Exchange
• Microsoft Entra ID
• Azure
• Firewalls
• DNS
• TCP/IP
• DHCP
• VLANs
• VPNs
• Backup and recovery systems
• macOS
• AI technologies and tools
• CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Server+, CompTIA Cloud+
• Cisco / CCNA
• Microsoft Certified: Azure Fundamentals

Benefits

• Health insurance
• 401(k) with company match
• Life insurance
• Long-term disability insurance
• Paid time off
• Incentive compensation through the Works Perks program
• Paid additional compensation for participation in the on-call rotation
• Opportunities to grow into additional Project Team responsibilities
• 401(k) matching
• Dental insurance
• Tuition reimbursement
• Vision insurance

Nice to Have

• CompTIA A+, Network+, Security+, Server+, or Cloud+
• Microsoft 365
• Microsoft Azure / Entra ID
• Cisco / CCNA
• Firewall platforms
• Backup and disaster recovery
• macOS support and integration
• AI technologies and tools

Compensation

Salary: $80,000 to $100,000 per year, based on experience and technical background. On-call work is compensated in addition to salary.

Schedule and Work Location

• Full-time
• Monday through Friday
• 8-hour shift
• On-site in West Barnstable, Massachusetts
• On-call rotation with occasional weekends
• Occasional travel to client locations
• Shift availability: Day Shift (Required), Night Shift (Required), Overnight Shift (Preferred)

Application Questions

• Have you worked for a managed services provider before?
• Do you understand that this is an in-office position?
• Do you live within 50 miles of West Barnstable, MA?

Experience, Certifications, and Commuting

• MSP experience: 4 years (Preferred)
• Education: High school or equivalent
• Certifications (Preferred): CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Fundamentals
• Ability to commute: West Barnstable, MA (Required)