Level 3 Service Desk Support

About Us GDI Infotech provides technology staffing and digital transformation solutions to MSPs, enterprise technology organizations, and institutions such as universities and government entities. Job Description This is a remote position. IT Support Engineer II (Remote) – Managed Services (MSP) About the Role We are seeking a highly motivated and customer-focused IT Support Engineer II to join our growing team in a fully remote capacity. This role is ideal for a technical professional who thrives in a fast-paced Managed Service Provider (MSP) environment , supporting a diverse client base across multiple industries. As a Level 2 support engineer, you will act as a key escalation point, responsible for troubleshooting complex technical issues, delivering high-quality support, and ensuring client systems remain secure, stable, and optimized. Key Responsibilities Provide Level 2 technical support for desktops, servers, networks, and cloud environments Troubleshoot and resolve escalated issues related to Windows OS, Active Directory, Office 365, and networking Support and administer Microsoft 365, Azure, and other cloud-based solutions Diagnose and resolve issues involving VPNs, firewalls, switches, and wireless networks Manage user accounts, permissions, and security policies Perform system maintenance, patching, and updates across client environments Collaborate with Level 1 and Level 3 engineers to ensure timely resolution of incidents Document issues, resolutions, and processes in the ticketing system Participate in onboarding/offboarding of client employees and device provisioning Assist with implementations, upgrades, and infrastructure projects as needed Provide excellent customer service and communicate effectively with technical and non-technical stakeholders Required Qualifications 3–5+ years of experience in IT support, preferably within an MSP environment Strong knowledge of Windows Server, Active Directory, and Microsoft 365 Experience with network troubleshooting (DNS, DHCP, TCP/IP, VPNs) Familiarity with RMM and PSA tools (such as ConnectWise, Autotask, or similar) Experience supporting remote users and distributed environments Ability to manage multiple priorities in a fast-paced, ticket-driven environment Strong documentation and communication skills Preferred Qualifications Experience with Azure, AWS, or other cloud platforms Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications Exposure to cybersecurity best practices and tools Previous experience working in a client-facing consulting or MSP role What We Offer Fully remote work environment Opportunity to work with a wide range of technologies and clients Fast-paced, collaborative team culture Career growth and advancement opportunities Competitive compensation and benefits package