L2 Support Engineer (MSP)

Culture Fits•Colchester, VT

11h

About The Position

Role Overview We are seeking a high-energy, process-driven L1 / L1.5 Support Engineer to serve as the front line of client support. This role is ideal for someone who takes pride in responsiveness, clear communication, and doing things the right way the first time. You'll be the first human our clients interact with—setting the tone, building trust, and resolving issues swiftly while following defined processes. This is not just a technical role—its a service role. Attitude, ownership, and consistency matter as much as technical skill.

Requirements

1–3 years of experience in a help desk, service desk, or MSP support role
Working knowledge of: Windows 10/11 and basic macOS support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics) Active Directory user management Basic networking concepts (DNS, DHCP, VPN)
Experience working from a ticketing system (e.g., ConnectWise, Autotask, Zendesk, Jira, etc.)
Strong written and verbal communication skills

Responsibilities

Serve as the first point of contact for inbound support requests via ticketing system, phone, and email
Quickly triage issues, resolve where possible, and escalate appropriately when needed
Communicate clearly and professionally with end users, setting expectations and following through
Support common end-user issues including: Password resets and account lockouts Email and Microsoft 365 issues Basic workstation troubleshooting (Windows/macOS) VPN connectivity and MFA issues Printer and peripheral troubleshooting
Perform user onboarding/offboarding tasks following documented procedures
Execute repeatable tasks accurately using SOPs and checklists
Follow ticketing standards, escalation paths, and SLAs
Document work clearly and thoroughly in the ticketing system
Identify gaps in documentation and suggest improvements
Adhere to security, compliance, and change management processes
Move with urgency while maintaining quality
Take ownership of tickets from open to resolution
Proactively follow up on pending items and client responses
Maintain a see it through mindset—no dropped balls