Helpdesk Engineer (Tier 2 / Escalations) "” Hybrid Join Xpert Technologies to resolve complex issues, mentor Tier 1, and own customer satisfaction from first response to resolution. Full-time · W2 Hybrid (2 days in-office) Mon-Fri · ~8:30am-5:00pm ET $65,000-$95,000 DOE Location: Hybrid; local client visits as needed Schedule: 40-50 hrs/week; occasional after-hours maintenance On-call: Rotation (on-call week is fully remote) Benefits: Medical, Dental, Vision, 401(k) w/ match, Life, Cell phone allowance, Mileage or company vehicle What you'll do Triage and resolve escalated tickets (post-Tier 1); guide customers step-by-step through solutions. Document fixes, update ticket status, and communicate progress proactively. Partner with the Help Desk Service Manager; mentor Tier 1 to raise the bar. Recommend improvements to client environments and internal processes. Perform occasional after-hours maintenance/migrations; participate in on-call rotation. Tech you'll touch Microsoft 365 (Exchange Online, SharePoint, Teams); Windows desktop/server; Active Directory/Azure AD Endpoint security (AV/EDR/patching), core networking (firewalls, VPNs, switches, Wi-Fi) RMM + ticketing/documentation (e.g., ConnectWise/Autotask); basic VoIP and mobile (iOS/Android) General end-user support: printers, peripherals, common SaaS apps What you bring ~5+ years as an advanced Helpdesk/Support Technician (MSP experience a plus). Excellent troubleshooting and customer communication skills. Strong grasp of Windows infrastructure; Microsoft Office Suite. Bonus: SharePoint, Azure, Windows Server; Mac/iOS/Android; networks/firewalls/servers; phone systems; AV/printers/VPNs; CompTIA A+/Net+. Traits: ownership, calm under pressure, curiosity, attention to detail, team-first mindset, continuous learning. Compensation & logistics Pay: $65,000-$95,000 depending on experience and skills. Employment: Direct hire (W2), full-time with full benefits. Work style: Hybrid (2 days in office / 3 days remote); local client visits as needed. Xpert Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Title
Support Engineer