Support Engineer

3 days ago

Miami, Florida, United States Elite Talent, LLC Full time

Support Engineer II – L2

Summary:

The Support Engineer II (L2) is a key technical escalation point within our MSP,

responsible for resolving intermediate to advanced issues through phone, remote, and

on-site support. This role blends deep troubleshooting expertise with proactive systems

management and hands-on client engagement, ensuring timely resolution of complex

incidents and exceptional customer satisfaction.

We are looking for an A-player - someone who is ready to roll up their sleeves, take

ownership of challenges, and thrive in a fast-paced, service-driven MSP environment.

This position offers a clear growth path into L3 Engineering, Project Engineering, or

other specialized technical roles, making it ideal for candidates who are motivated by

long-term career development within the MSP industry.

As a team, we value a service-first philosophy, collaborative problem-solving, and a

calm, professional approach when supporting clients across diverse industries.

Candidates who appreciate teamwork, continuous learning, and a client-centric mindset

will feel right at home here.

Primary Responsibilities

  • Respond to and resolve technical incidents escalated from L1 support, including
  • desktop, network, and application issues.
  • Deliver expert phone support for escalated cases, guiding customers through
  • complex troubleshooting steps with professionalism and clarity.
  • Provide on-site field support for urgent or high-impact issues, performing
  • diagnostics, repairs, and hardware replacements as required.
  • Administer and manage Microsoft 365 tenants (Exchange, Teams, SharePoint,
  • Intune), including user provisioning, license management, and security
  • configurations.
  • Oversee desktop imaging, deployments, upgrades, and patch management
  • across multiple environments.
  • Diagnose and resolve LAN/WAN connectivity issues, VPN access, and Active
  • Directory administration and group policy enforcement.
  • Document troubleshooting steps, resolutions, and field visit summaries in the
  • ticketing system, ensuring clear communication and knowledge sharing within
  • the team.
  • Collaborate with senior engineers L3 on complex escalations and participate in
  • continuous improvement initiatives for support processes.

Tools/Applications/Devices

  • Microsoft 365 suite (Exchange Online, SharePoint, Intune, Azure AD)
  • Active Directory, Group Policy Management
  • Remote support platforms (Datto RMM, ScreenConnect), phone systems, and
  • call logging tools
  • Endpoint security solutions (WatchGuard EPDR)

Experience & Qualifications

  • 2–4 years of progressive IT support experience; MSP environment strongly
  • preferred
  • Microsoft/CompTIA Certifications preferred
  • Proven expertise delivering support via phone, remote tools, and on-site field
  • service
  • Familiarity with ITIL concepts, RMM/PSA platforms, and service desk best
  • practices
  • Strong interpersonal and communication skills, with a customer-first mindset
  • Valid driver's license and willingness to travel locally for field support
  • engagements

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