{"id":479,"date":"2025-10-29T17:54:28","date_gmt":"2025-10-29T17:54:28","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&p=479"},"modified":"2025-10-29T17:54:30","modified_gmt":"2025-10-29T17:54:30","slug":"msp-help-desk-sys-admin-level-2-service-desk-engineer","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/msp-help-desk-sys-admin-level-2-service-desk-engineer\/","title":{"rendered":"MSP Help Desk\/Sys Admin – Level 2 (Service Desk Engineer)"},"content":{"rendered":"\n

Strategic Technology Solutions (STS)<\/strong>, a Managed Services Provider (MSP) based in Los Angeles specializing in legal, business services, financial, and insurance industries, is hiring a Service Desk Engineer (SDE)<\/strong> for their Managed Services Division. This Tier 2<\/strong> role is focused on providing high-quality technical expertise and achieving superior client satisfaction.<\/p>\n\n\n\n

This is a Full-time, Fully Remote (US)<\/strong> position. The compensation range is $45,000.00 – $55,000.00 per year<\/strong>, and the candidate must be able to work the shift 9 am – 6 pm PST<\/strong>.<\/p>\n\n\n\n

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Role Summary and Service Delivery Mandate<\/h3>\n\n\n\n

The SDE is a Tier 2 technical team member dedicated to achieving high client satisfaction (95% CSAT target<\/strong>) and maximizing ticket efficiency. The role requires advanced troubleshooting skills across networking, virtual infrastructure, and Microsoft environments, delivered with a high level of professionalism.<\/p>\n\n\n\n

Key Duties and Performance Indicators:<\/h4>\n\n\n\n
    \n
  • Tier 2 Support:<\/strong> Act as the Tier 2 resource<\/strong> for the department’s reactive tickets queue, troubleshooting, and resolving complex issues remotely or on-site (if applicable).<\/li>\n\n\n\n
  • Client Management:<\/strong> Perform client resource onboarding and offboarding requests<\/strong>.<\/li>\n\n\n\n
  • SLA & Documentation:<\/strong> Maintain detailed notes on tickets<\/strong> and meet ticket SLA requirements<\/strong>. Create, update, and maintain Client Documentation<\/strong> in the Documentation Management System.<\/li>\n\n\n\n
  • Tool Utilization:<\/strong> Utilize the Remote Monitoring and Management (RMM) solution<\/strong> to aid in service delivery and engage with outside vendors as necessary.<\/li>\n\n\n\n
  • Key Performance Indicators (KPIs):<\/strong> Individual performance is measured by metrics including CSAT (target 95%)<\/strong>, Resolution Time<\/strong>, Escalations, SLA Breach<\/strong>, Kill Rate, Ticket Bleed, and Utilization Rate.<\/li>\n\n\n\n
  • On-Call:<\/strong> Participate in the On-Call rotation<\/strong> as a technical resource.<\/li>\n<\/ul>\n\n\n\n
    \n\n\n\n

    Requirements and Technical Expertise<\/h3>\n\n\n\n

    The ideal candidate has proven experience within an MSP environment and deep, hands-on knowledge of network infrastructure, virtualization, and the Microsoft cloud stack.<\/p>\n\n\n\n

      \n
    • Experience (Mandatory):<\/strong>\n
        \n
      • Minimum 4+ years of experience<\/strong> within relevant IT fields.<\/li>\n\n\n\n
      • Experience working for a Managed Service Provider (MSP)<\/strong> or IT Service Provider.<\/li>\n\n\n\n
      • Experience in a service-focused department with client satisfaction as the core goal.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
      • Network Infrastructure:<\/strong>\n
          \n
        • Experience in configuring and managing network Infrastructure, including firewalls, switches, wireless access points, and VPN technologies<\/strong>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
        • Enterprise\/Virtualization:<\/strong>\n
            \n
          • Experience in configuring and supporting Enterprise Infrastructure, including Hyper-V or VMware (ESX\/vCenter)<\/strong>, Virtual Desktops<\/strong>, physical servers, and storage appliances.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
          • Microsoft Stack:<\/strong>\n
              \n
            • Experience in configuration and support of major Microsoft technologies, including Entra ID, Intune, Office 365, Azure, SharePoint, and Teams<\/strong>, and on-premises operating systems.<\/li>\n\n\n\n
            • Has active (or ability to attain) Microsoft certifications<\/strong> (Cloud & AI Platforms, AI Business Solutions, or Security).<\/li>\n<\/ul>\n<\/li>\n\n\n\n
            • MSP Tools Familiarity:<\/strong> Familiarity with common MSP tools like Autotask PSA, Datto RMM and BCDR, BrightGauge, and Hudu<\/strong>.<\/li>\n\n\n\n
            • Security & Compliance:<\/strong> Familiarity with security technologies<\/strong>, risk management, and industry frameworks or standards such as CIS, NIST, and SOC2<\/strong> or similar.<\/li>\n\n\n\n
            • Legal Tech (Plus):<\/strong> Experience using Legal Technology,<\/strong> such as iManage and NetDocument,s<\/strong> is a plus.<\/li>\n<\/ul>\n\n\n\n

              <\/h3>\n","protected":false},"excerpt":{"rendered":"

              Strategic Technology Solutions (STS), a Managed Services Provider (MSP) based in Los Angeles specializing in legal, business services, financial, and insurance industries, is hiring a Service Desk Engineer (SDE) for their Managed Services Division. This Tier 2 role is focused on providing high-quality technical expertise and achieving superior client satisfaction. This is a Full-time, Fully […]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[648,45,367,734,1098],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[2215,126,2216,2217,2206,2211,723,2214,2207,2209,2213,2212,2210,1291,2014,2208,2016,1287],"class_list":["post-479","jobpost","type-jobpost","status-publish","hentry","jobpost_category-information-technology","jobpost_category-software-engineering","jobpost_category-strategy-consulting","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-autotask-psa","jobpost_tag-azure","jobpost_tag-csat","jobpost_tag-datto-rmm","jobpost_tag-entra-id","jobpost_tag-hyper-v","jobpost_tag-intune","jobpost_tag-legal-technology","jobpost_tag-microsoft-certifications","jobpost_tag-msp-help-desk","jobpost_tag-msp-tools","jobpost_tag-network-infrastructure","jobpost_tag-office365","jobpost_tag-on-call","jobpost_tag-remote-us","jobpost_tag-service-desk-engineer","jobpost_tag-tier-2-support","jobpost_tag-vmware"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/479","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=479"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=479"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=479"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=479"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=479"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}