Tier 2+ Service Desk Engineer (MSSP)

We are a Managed Security Service Provider (MSSP) looking for an experienced Tier 2+ Service Desk Engineer to deliver high level technical support across our client base. This is a client facing MSP role, not internal IT. You will support multiple client organizations, own tickets through to resolution against defined SLAs, and operate inside a security first, fully cloud environment (Microsoft Azure, Entra ID, Intune, and Azure Virtual Desktop, with no on premises infrastructure). The right person is equal parts strong troubleshooter, clear communicator, and security minded operator who takes ownership of every incident from first contact to close. Responsibilities Act as a Tier 2+ escalation point for hardware, software, identity, and connectivity issues across multiple client environments. Diagnose and resolve complex problems involving user accounts, applications, identity, and network connectivity. Manage identity, access, and device policy through Entra ID, Intune, and Conditional Access (cloud only, no on premises Active Directory or GPO). Administer and troubleshoot Azure Virtual Desktop (AVD), including session hosts, user profiles, and overall session experience. Work tickets to defined SLAs in our PSA (ticketing) platform and keep client documentation current in our documentation system. Use RMM tooling to monitor, patch, and remediate endpoints across the managed fleet. Operate within our managed security stack (EDR or MDR, SASE, email security, and related controls) to protect client environments. Configure and maintain SASE connectivity for remote users, and support firewall and network security posture. Follow established incident response procedures to identify, contain, escalate, and document security events appropriately. Answer inbound support calls as they come in and deliver fast, personable, professional service. Collaborate with senior engineers and the SOC on escalations and continuous improvement. Mentor Tier 1 staff and contribute runbooks and knowledge base articles that strengthen the team. Qualifications 3+ years in an MSP or MSSP support role at Tier 2 or higher (internal IT experience considered, but a multi client MSP background is strongly preferred). Strong Windows administration and troubleshooting. macOS support is a plus. Hands on experience with the Microsoft cloud stack, including Entra ID, Intune, Conditional Access, and Azure Virtual Desktop. Experience with a PSA (ticketing) system, an RMM platform, and a documentation platform. Experience working inside a managed security solution (EDR or MDR, SASE, email security, or SIEM). Solid understanding of network security fundamentals, including firewalls, VPN and SASE, DNS, and segmentation. Demonstrated ability to follow a formal incident response process and meet SLAs in a fast paced, multi client environment. Excellent communication skills and a genuine client service mindset. Ability to work independently as well as part of a team. Relevant certifications (CompTIA A+, Network+, Security+, or Microsoft MS-900, AZ-900, SC-900, or equivalent) are preferred but not required. Join our team and make a real impact by helping us deliver secure, reliable, white glove IT and security services to clients who depend on us every day.

Job Type:

Full-time Pay:

From $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Application Question(s): Are you hands-on in production with Entra ID, Intune, and Conditional Access? Do you have 3+ years at Tier 2 or higher in an MSP or MSSP, not internal IT only? This role is based out of our office at Irving, TX 75039 (Las Colinas). Are you able to reliably commute to this location? Have you supported Azure Virtual Desktop (AVD)?

Work Location:

In person