L2 MSP Engineer

MSP Hire • Juneau or Anchorage, AK

5d • Onsite

About The Position

Hansen Gress is a fast-growing, Alaska-based Managed Services Provider with roots in Juneau and expansion into Anchorage. The company describes itself as lean, relationship-first, execution-focused, and committed to leadership that works alongside employees. It is investing in its people and systems as it grows.

The Level 2 MSP Engineer independently resolves most ticket types and manages their workload with minimal oversight. The role calls for recognizing patterns across tickets, maintaining client confidence through more involved troubleshooting, and developing the judgment, technical depth, and communication skills needed to progress toward a Level 3 Technician role. Strong, consistent performance at Level 2 is described as the clearest path to a Level 3 seat.

The position is based in Juneau or Anchorage and is primarily on-site, with regular collaboration alongside Level 1 and Level 3 technicians. Remote-work flexibility within Alaska may be available where the role permits; this is not a fully remote position. The role is full-time and offers a salary of $60,000–$85,000 per year, depending on experience and certifications.

Requirements

• Meaningful IT support experience, typically 2–5 years, including some time in an MSP or IT services environment, or clear progression beyond Level 1 work.
• Ability to troubleshoot most day-to-day issues independently and recognize when to ask for help.
• Ability to identify patterns across tickets and clients and investigate underlying causes.
• Clear communication with clients and teammates, with a commitment to keeping people informed.
• Careful, thorough documentation practices.
• Interest in helping and answering questions from newer technicians.
• Organization and ability to manage a mixed workload without letting tasks slip.
• Motivation to continue developing toward Level 3.
• Must be based in Juneau or Anchorage, Alaska.
• Ability to pass a basic background check for airport security badging.
• Valid driver’s license or willingness to obtain one, and ability to drive; driver policies apply.
• Working knowledge of Microsoft 365/O365 administration, including Exchange Online, Teams, SharePoint, and basic Intune/Entra ID (Azure AD) tasks.
• Solid troubleshooting ability across Windows environments, Active Directory basics, and common connectivity issues.
• Working understanding of LAN/WAN networking concepts sufficient to recognize and describe infrastructure issues for escalation.

Nice To Haves

• Basic scripting and automation experience using PowerShell and CMD.
• Relevant certifications are considered in determining salary.

Responsibilities

• Independently resolve most ticket types efficiently and with minimal oversight, including intermediate issues involving Active Directory, Group Policy, and DNS.
• Recognize recurring issues and work to reduce them rather than resolving each instance in isolation.
• Prioritize workload in the context of overall team demand.
• Recognize network, firewall, and server infrastructure issues and escalate them to Centralized Services or Level 3 with clear diagnostic detail.
• Use AI tools to support troubleshooting, documentation, and client communication.
• Consider business impact while troubleshooting and escalate at an appropriate time.
• Document work consistently and clearly, and improve existing documentation.
• Create knowledge base articles for recurring issues.
• Identify process gaps and help implement repeatable improvements.
• Begin mentoring Level 1 technicians by answering questions, reviewing ticket notes, and modeling sound troubleshooting habits.
• Communicate proactively with clients, teammates, and leadership, including providing updates throughout troubleshooting.
• Document work thoroughly enough for another technician to continue seamlessly.
• Handle difficult client conversations professionally when clients are frustrated or fixes take longer than expected.
• Own tickets end-to-end and manage work according to team needs, not only the individual queue.
• Support teammates during high-volume periods, act on feedback, contribute positively to team culture, and help set standards for good work.
• Mentor junior technicians and contribute to their development.

Benefits

• Health insurance with vision coverage.
• Retirement plans.
• Mobile device plan reimbursement.
• Structured path for growth, with hands-on mentorship from day one.
• Paid time for personal growth through relevant courses and certifications, research and development, and team-building opportunities.
• Work in Alaska with access to mountains, trails, and ocean.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed