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HelpDesk Tier 2 Support

Houston, TX

Posted: 03/17/2025 Employment Type: Contract To Hire Job Number: 27115 Pay Rate: $18 - $24 Remote Friendly?:

Job Description


GTN's client is seeking an experienced Tier 2 MSP Engineer with 4+ years of hands-on IT support experience in a Managed Service Provider (MSP) environment. This is a 6-month contract-to-hire position requiring in-office work from 8 AM to 5 PM, with the benefit of working from home every other Friday. This role requires a highly skilled technical professional who excels in advanced troubleshooting, network administration, and escalations while delivering top-tier service. The ideal candidate will be responsible for managing complex IT issues, implementing best practices, and working closely with clients to optimize their IT infrastructure.
Key Responsibilities:

  • Act as a Tier 2 escalation point, troubleshooting and resolving complex technical issues across diverse client environments.

  • Support and manage Windows Server, Active Directory, Microsoft 365, and Azure, including identity management, security policies, and compliance configurations.

  • Diagnose and resolve networking issues involving routers, firewalls, VPNs, VLANs, and wireless networks (Cisco, Meraki, Fortinet, Ubiquiti, etc.).

  • Administer and maintain virtualized environments (VMware, Hyper-V) and cloud-based solutions.

  • Perform server administration, patch management, and backup recovery using tools like Veeam, Datto, and Acronis.

  • Provide onsite and remote IT support, ensuring minimal downtime for clients.

  • Implement cybersecurity best practices, including endpoint security, MFA, EDR, and vulnerability management.

  • Utilize RMM (Remote Monitoring & Management) and PSA (Professional Services Automation) tools to document, track, and resolve client issues efficiently.

  • Manage Microsoft 365 and Google Workspace configurations, including security, compliance, and data governance.

  • Conduct proactive maintenance and system monitoring to identify risks and prevent issues before they impact operations.

  • Assist with IT project deployments, including migrations, system upgrades, and new infrastructure implementations.

  • Train and mentor Tier 1 engineers, improving team efficiency and technical knowledge.

  • Collaborate with vendors and third-party providers to resolve hardware/software-related issues.

  • Document solutions, best practices, and procedures in a knowledge base for internal and client use.
Required Skills & Experience:

  • 4+ years of IT support experience, with at least 2 years in an MSP environment.

  • Expertise in Windows Server (2016/2019/2022), Active Directory, Group Policy, and Microsoft 365 administration.

  • Strong knowledge of networking concepts, including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewall configurations.

  • Experience managing enterprise security solutions (firewalls, endpoint protection, phishing mitigation, etc.).

  • Proficiency with virtualization platforms (VMware, Hyper-V).

  • Hands-on experience with backup and disaster recovery solutions (Datto, Veeam, Acronis, etc.).

  • Ability to work with RMM tools (NinjaRMM, N-central, Datto, ConnectWise, etc.) and ticketing systems.

  • Strong troubleshooting skills with the ability to resolve escalated technical issues independently.

  • Excellent documentation, communication, and customer service skills.
Preferred Certifications (Not Required but a Plus):

  • CompTIA Network+ / Security+ / Server+

  • Microsoft 365 Certified: Modern Desktop Administrator / Azure Fundamentals

  • Cisco CCNA or equivalent networking certification

  • ITIL Foundation Certification
What We Offer:

  • 6-month contract-to-hire opportunity

  • In-office schedule from 8 AM - 5 PM, with every other Friday WFH

  • Competitive salary based on experience

  • Health, dental, and vision insurance

  • 401(k) with employer matching

  • Paid time off and holidays

  • Professional development and certification reimbursement

  • A collaborative, growth-oriented work environment

Join a team that values technical excellence, professional growth, and client success. If you are a motivated IT professional looking for an opportunity to make a significant impact in an MSP environment, we want to hear from you!
Apply Online

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About Houston, TX

Discover exciting job opportunities in the vibrant region around Houston, Texas! Known for its thriving economy, diverse industries, and endless growth prospects, Houston offers an enticing landscape for career-minded individuals. With world-class museums like the Museum of Fine Arts and a rich culinary scene showcasing Tex-Mex delights, BBQ joints, and food trucks serving up local flavors, Houston is a melting pot of culture and creativity. Home to the renowned Space Center Houston, the historic Astrodome, and professional sports teams like the Rockets and the Astros, this region exudes energy and excitement. Embrace the charm of this dynamic area while exploring job listings that could lead you to a fulfilling career right here in Houston!