L2 Support Engineer

Bradley, IL | Hybrid
Full-Time

About the Role

We are seeking an experienced Lead Support Desk Engineer to join a growing Managed Service Provider supporting small and mid-sized businesses.

This is a hands-on technical leadership role. You'll work support tickets alongside the technical team while helping ensure the entire service desk operates effectively. You'll assist with triage, handle escalations, coach technicians through difficult issues, monitor ticket activity, and identify recurring problems that require a permanent solution rather than another temporary fix.

We're looking for someone who takes ownership not only of their own tickets, but of the overall client support experience and performance of the service desk.

What You'll Do

• Troubleshoot and resolve Level 2 and more complex technical issues.
• Assist with triaging incoming tickets and establishing appropriate priorities.
• Serve as a technical escalation point for support technicians.
• Coach technicians through troubleshooting rather than simply taking over difficult tickets.
• Review daily ticket volume and overall service desk activity.
• Identify aging, stalled, unassigned, or improperly prioritized tickets.
• Ensure clients receive appropriate communication and issues continue progressing toward resolution.
• Review ticket trends, recurring incidents, escalations, and unusually high support activity.
• Identify opportunities to permanently resolve recurring technical problems.
• Maintain strong ticket documentation and service desk standards.
• Help improve support processes, technical documentation, and technician performance.
• Promote accountability, ownership, and consistent service delivery across the support desk.

Technical Experience

We're looking for a strong IT generalist with experience supporting small and mid-sized business environments, ideally within an MSP.

Experience should include many of the following:

• Microsoft 365
• Windows desktops and servers
• Active Directory and Microsoft Entra ID
• Networking and Wi-Fi
• Firewalls and switches
• Hyper-V or other virtualization platforms
• Backup and disaster recovery
• Endpoint security, EDR, and MDR
• RMM platforms
• PSA and ticketing systems
• Cloud services
• Printers and peripherals
• Line-of-business applications

You don't need to know every technology on day one. You do need strong troubleshooting skills, solid technical fundamentals, and the ability to quickly learn unfamiliar technologies.

What We're Looking For

• 4+ years of professional IT support or systems administration experience.
• 2+ years of MSP experience strongly preferred.
• Experience as a senior technician, escalation engineer, team lead, or similar role.
• Strong troubleshooting and root-cause analysis skills.
• Ability to prioritize multiple issues within a fast-moving MSP environment.
• Strong communication skills with technical and non-technical users.
• Excellent documentation and ticket-management habits.
• Ability to coach, mentor, and assist other technicians.
• Strong sense of ownership and accountability.
• Client-service mindset with an understanding of urgency and business impact.
• Ability to recognize recurring technical problems and pursue permanent solutions rather than repeatedly treating symptoms.

Previous management or team leadership experience is helpful but not required.

This is not a management-only position. We're looking for an experienced engineer who enjoys remaining technical while taking greater responsibility for the performance and success of the support desk.

Benefits

Benefits include:

• Health insurance
• Dental insurance
• Vision insurance
• Health savings account
• Paid time off
• Professional development assistance
• Retirement plan
• Employee discount
• Hybrid work opportunities

Work Location

This is a hybrid position based in Bradley, Illinois.

Candidates must be able to commute to the Bradley office and occasionally travel to client locations throughout the surrounding area.

The Opportunity

This role is ideal for an experienced MSP engineer who enjoys solving difficult technical problems but also naturally sees the bigger picture.

If you're the person who notices when a ticket isn't moving, helps a technician who's stuck, recognizes patterns behind recurring problems, communicates well with clients, and takes ownership without waiting to be asked, we'd like to talk with you.