Managed Service Provider IT Systems Support

Requirements:

• Ability to manage competing priorities, meet deadlines, and communicate clearly when timelines or scope change.
• Able to troubleshoot independently using documentation and known solutions, and escalate issues beyond Level 2 scope appropriately.
• Strong written and verbal communication skills, including clear ticket updates, visit summaries, and technical notes.
• Attention to detail when following standards, completing remediation, and documenting work.
• Professionalism and reliability while working at client sites.
• Reliable transportation and ability to lift up to 50 pounds for field work.
• Ability to pass a background check.
• Hands-on experience supporting Windows Server environments (2016 or later), including core services, authentication, and file services in single- and multi-site environments.
• Strong working knowledge of Microsoft 365, including Exchange Online administration, security and access controls, Intune deployment, and advanced endpoint troubleshooting.
• Experience with virtualization platforms such as Hyper-V and VMware.
• Intermediate to advanced experience configuring and troubleshooting routers, switches, and firewalls; SonicWall experience is preferred.
• Ability to configure and troubleshoot remote access technologies, including VPN and Remote Desktop.
• Solid understanding of identity and access management, including Active Directory, DNS, DHCP, file share permissions, group-based access, and directory hygiene.
• Experience carrying out security response and remediation, including malware, phishing, ransomware, vulnerability remediation, and patch management.
• Confident use of RMM and PSA platforms, such as ConnectWise RMM, Automate, or Datto RMM.
• Experience with documentation platforms such as IT Glue or Passportal.
• Working knowledge of PowerShell for troubleshooting or automation is a plus.
• Three years of Microsoft Administration experience required.
• Applicants are asked to indicate whether they have worked in an MSP environment and list MSP tools and ticketing systems they know.

Responsibilities:

• Conduct scheduled on-site visits and remote support to maintain client environments, complete remediation, and provide service in line with our standards.
• Respond to service requests and escalations, troubleshoot workstation, server, network, and connectivity problems, resolve issues within SLAs, and escalate when appropriate.
• Provide an escalation resource for Level 1 technicians and carry out tasks assigned by senior engineers and project teams.
• Install, configure, and troubleshoot network infrastructure, including switches and wireless access points, at an intermediate level.
• Manage and monitor Microsoft 365 security hygiene, including completing Microsoft Secure Score remediation tasks.
• Assist with security incident response, including malware remediation, endpoint isolation, and execution of predefined response steps.
• Run vulnerability scans and remediate or coordinate remediation of findings within the defined scope.
• Install, configure, troubleshoot, and audit firewall configurations, including firmware updates and basic rule validation under approved standards.
• Provide basic virtualization support, including VM-level troubleshooting and validating backups and snapshots.
• Carry out endpoint imaging, deployment, and replacement.
• Keep hardware and asset inventories accurate and validate deployed devices against monitoring and security tools.
• Guide and train end users on supported systems and applications as needed.
• Support industry-specific and common line-of-business applications, including QuickBooks and similar platforms.
• Coordinate with third-party vendors to resolve client issues, maintaining clear communication and documentation throughout.

Technologies:

• Active Directory
• Firewall
• Firmware
• Hardware
• Hyper-V
• Support
• Microsoft 365
• Network
• PowerShell
• Security
• VPN
• VMware
• Windows
• Office 365

More

We are ET&T, a third-generation, family-run technology solutions provider with 57 years in business, serving small and medium-sized organizations across Pennsylvania. We partner with clients in state and local government, nonprofits, and professional services, providing managed IT, cybersecurity, business communications, and structured cabling. Our collaborative, experienced team values professionalism, curiosity, accountability, documented standards, secure configurations, and proactive maintenance. The Level 2 Systems Engineer is a full-time, hands-on role reporting to the Service Manager and working with our IT Service team, clients, and vendors. The position supports and improves client environments through consistent execution of established standards; it is suited to someone who enjoys varied, practical problem-solving rather than a primarily architectural, leadership, or research-focused role. Work is performed in person and includes remote and on-site client support. Annual pay is $60,000–$70,000. Benefits include a 401(k) with matching, health, dental, and vision insurance, and paid time off.

last updated 43 week of 2026