Senior IT Support Engineer (Tier 2/3) – MSP

$80,000–$100,000 | Full-Time | West Barnstable, MA | On-Site & In-Office

Are you the engineer people turn to when the easy fixes haven't worked?

I.T.WORKS! is looking for an experienced Tier 2/3 IT Support Engineer who enjoys solving difficult technical problems, finding the real cause of recurring issues, and taking ownership through resolution.

This is a hands-on technical position within our MSP. You'll spend most of your time working on escalated client issues that require deeper troubleshooting, while also helping our Support Team grow and participating in infrastructure and project work.

This is an in-person position at our West Barnstable, MA office and is not a remote role.

What You'll Be DoingAdvanced Support & Troubleshooting

You'll take ownership of issues that need more time or technical depth than our frontline Support Team can provide.

You'll troubleshoot and resolve problems involving:

• Windows desktops and servers
• Active Directory and Group Policy
• Microsoft 365 and Exchange
• Microsoft Entra ID and Azure environments
• Firewalls, switches, VLANs and VPNs
• DNS and network connectivity
• Backup and recovery systems
• Business applications and third-party software
• Hardware and infrastructure issues

The goal isn't simply to close tickets. We want engineers who ask why the problem happened and look for ways to prevent it from happening again.

Your Role on the Support Team

You'll also be one of the senior technical resources our Support Engineers can turn to when they're stuck.

You'll:

• Take ownership of escalated tickets
• Help engineers troubleshoot difficult issues
• Share knowledge and mentor other team members
• Help identify recurring problems and opportunities for improvement
• Work directly with clients and keep them informed throughout an issue
• Assist with frontline support when escalation volume allows
• Perform onsite client work when needed

We're looking for someone who enjoys being the person who can figure it out, while also helping the engineers around them become better.

Grow Beyond Support

This isn't intended to be a dead-end help desk position.

You'll have opportunities to work alongside our Project Team on projects such as:

• Server deployments and migrations
• Network and firewall upgrades
• Microsoft 365 and cloud migrations
• Infrastructure replacements
• Backup and disaster recovery improvements
• Client technology standardization

For an experienced support engineer who wants to continue developing toward advanced infrastructure and project engineering, this role provides that opportunity.

What We're Looking ForRequired

• 4 years of professional IT support experience
• Strong Windows workstation and Windows Server troubleshooting skills
• Working knowledge of Active Directory
• Microsoft 365 administration experience
• Networking knowledge, including TCP/IP, DNS, DHCP, VLANs and VPNs
• Experience troubleshooting firewalls and network connectivity
• Ability to independently investigate and solve unfamiliar technical problems
• Strong written and verbal communication skills
• Ability to communicate professionally with clients
• Strong documentation habits
• Ability to commute to our West Barnstable, MA office

Previous MSP experience is strongly preferred.

Nice to Have

We don't expect one person to have every certification or technology on this list. Experience or certifications involving any of the following are a plus:

• CompTIA A , Network , Security , Server or Cloud
• Microsoft 365
• Microsoft Azure / Entra ID
• Cisco / CCNA
• Firewall platforms
• Backup and disaster recovery
• macOS support and integration
• AI technologies and tools

The Kind of Engineer Who Does Well Here

You'll probably enjoy this position if:

• You don't like putting temporary Band-Aids on recurring problems.
• You're curious about why something broke.
• You take ownership instead of waiting for someone else to handle it.
• You're comfortable saying, "I don't know yet, but I'll figure it out."
• You enjoy difficult technical problems.
• You're willing to help less-experienced engineers develop their skills.
• You care about documentation and leaving an environment better than you found it.
• You want exposure to both support and project engineering.

You don't need to know everything. We care about your ability to troubleshoot, learn, communicate and take ownership.

Compensation & Benefits

Salary: $80,000–$100,000 per year, based on experience and technical background.

Benefits include:

• Health insurance
• 401(k) with company match
• Life insurance
• Long-term disability insurance
• Paid time off
• Incentive compensation through our Works Perks program
• Paid additional compensation for participation in the on-call rotation
• Opportunities to grow into additional Project Team responsibilities

Schedule & Location

• Full-time
• Monday through Friday
• 8-hour shift
• On-site in West Barnstable, Massachusetts
• Participation in an on-call rotation, including occasional weekends
• On-call work is compensated in addition to salary
• Occasional travel to client locations

This is not a remote or hybrid position. Applicants must be able to regularly commute to West Barnstable, MA.

Why I.T.WORKS!?

We believe technology should be done correctly, not simply done quickly.

It is right or it isn't.

We don't want engineers who are measured solely by how quickly they close tickets. We want people who take responsibility for the outcome, solve the underlying problem, communicate well with the client, and leave things better than they found them.

If you're an experienced IT engineer who has become the person everyone calls when they can't figure something out, we'd like to talk to you.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Have you worked for a managed services provider before?
• Do you understand that this is an in-office position?
• Do you live within 50 miles of West Barnstable, MA?

Education:

• High school or equivalent (Required)

Experience:

• MSP: 4 years (Preferred)

License/Certification:

• CompTIA A (Preferred)
• CompTIA Network (Preferred)
• Microsoft Certified: Azure Fundamentals (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Preferred)

Ability to Commute:

• West Barnstable, MA (Required)

Work Location: In person

Salary : $80,000 - $100,000