Level 2 IT Support Engineer (MSP)

About Bay Tech360
Bay Tech360 is a leading Managed Service Provider (MSP) specializing in advanced networking and security. We provide our clients with top-notch IT infrastructure powered by industry-leading vendors like Cisco and Meraki. We pride ourselves on excellence, innovation, and an elite standard of service. We are currently seeking a fast, honest, and highly self-motivated Level 2 Engineer to join our dynamic team.
Role Overview
As a Level 2 Engineer, you are the backbone of our escalation path. You will diagnose and resolve complex technical issues, provide expert guidance to clients, and ensure seamless system operations.
We don't micromanage. This role requires a disciplined self-starter who takes personal pride in clean documentation, fast response times, and honest communication with both internal teams and US-based clients.
Core Traits We Are Looking For

• High Motivation: You proactively grab tickets out of the queue and take ownership of problems without needing a manager to nudge you.
• Speed & Urgency: You understand that downtime costs our clients money. You respond to, diagnose, and resolve tickets quickly and efficiently.
• Integrity & Honesty: If you make a mistake, you own it, log it, and fix it. We value transparent communication above all else.

Responsibilities

• Escalated Support: Provide rapid second-level technical support to resolve escalated network, cloud, and system issues for external clients.
• SaaS & Identity Administration: Manage user provisioning, access control, domain configurations, and security policies within Google Workspace and Active Directory environments.
• Fast Diagnosis: Troubleshoot complex environments efficiently, minimizing client downtime and meeting strict SLA timelines.
• Clear Documentation: Log detailed support procedures, troubleshooting steps, and final resolutions in the ticketing system for future reference.
• Client Communication: Explain technical solutions clearly and confidently over video, phone, and email to US-based clients (both technical and non-technical stakeholders).

Requirements

• Experience: 3+ years of experience in an IT support or MSP environment, with a heavy focus on advanced troubleshooting.
• Technical Stack: Strong, hands-on proficiency with Cisco Meraki, Active Directory, and Google Workspace Administration (including user access management, domain handling, and security/compliance settings).
• Communication: Exceptional, fluent English communication skills (written and verbal) for seamless daily interaction with US clients.
• Client-Facing Confidence: Comfortable and professional when speaking with customers and vendors via direct phone or video calls.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical IT experience/certifications).

What We Offer

• Competitive salary and benefits package.
• Direct opportunities for career growth and advanced technical training.
• A collaborative, fast-paced, and supportive work environment.

How to Apply
If you are an honest, fast-moving Level 2 Engineer with excellent English skills, we want to hear from you! Please submit your resume to ---------- Tech360 Inc. is an equal-opportunity employer and welcomes applications from individuals of all backgrounds.