Tier 2: Service Desk Engineer

CIT Solutions, LLC is hiring a Tier 2 Service Desk Engineer to support end users in a cybersecurity-first managed services environment. This hybrid role in Dallas, TX focuses primarily on remote troubleshooting and escalation handling, with occasional onsite visits for client needs.

You will be responsible for resolving higher-complexity issues across workstations, Microsoft 365, printers and peripherals, networking, and other commonly used applications, while maintaining structured documentation and following process-driven workflows supported by RMM and PSA tools.

Role overview

• Provide Tier 2 technical support for end users, mostly remote with occasional onsite work.
• Handle escalated tickets involving workstations, Microsoft 365 support, printers or other peripherals, networking, and other commonly used applications.
• Troubleshoot hardware and software issues remotely and in the field.
• Maintain clean documentation and follow standardized workflows using RMM and PSA tools.
• Support a low-ticket environment by contributing to automation and root-cause solutions, avoiding repeat “band-aid” fixes.

Requirements

• 2+ years of IT support experience, ideally in an MSP or multi-client environment.
• Strong knowledge of Microsoft 365, Windows, networking fundamentals, and remote support tools.
• Comfort working within structured environments that rely on standardized procedures and documentation.
• Reliable transportation and willingness to travel locally to client sites when needed.
• Excellent communication skills: clear, professional, and personable.

Technology stack

• Microsoft 365, Windows
• RMM, PSA
• ConnectWise, Autotask, NinjaOne, Halo
• MDM, VoIP
• Firewalls: SonicWall, Fortigate, Fortinet
• Unifi
• Quickbooks, Lacerte, ERP systems, Azure

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Additional preferences

• Relevant certifications such as CompTIA A+/Network+ or Microsoft.
• Experience with RMM/MDM/PSA tools, including ConnectWise, Autotask, NinjaOne, and Halo.
• Familiarity with VoIP systems, firewalls, and common LoB applications such as SonicWall/Fortigate/Fortinet/Unifi, Quickbooks, Lacerte, ERP systems, and Azure.

Job details

• Job type: Full-time
• Salary: USD 60,000 - 70,000 per year
• Work location: Hybrid remote in Dallas, TX 75208
• Ability to commute: Dallas, TX 75208 (Required)
• Ability to relocate: Dallas, TX 75208: Relocate before starting work (Required)