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Tier 2: Service Desk Engineer

CIT Solutions, LLC Dallas, TX

Dallas, TX

Today

$60k - $70k/yr Full time Application Support End User Support Firewall

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Job Description

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)

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