Level 2 Desktop Systems Engineer (Level 2 MSP Engineer / Lead Support Engineer) (Hybrid)
Serigor Inc.
Job Title: Level 2 Desktop Systems Engineer (Level 2 MSP Engineer / Lead Support Engineer) Location: Philadelphia, PA (hybrid, with travel to client sites across Philly, South Jersey and Northern Delaware) Duration: Direct Hire Full-Time Job Description:...
Job description
This is a highly visible role where you'll work directly with clients, support complex IT environments, and play a key part in reducing escalations while helping the business scale. This is not a traditional help desk role - you'll have exposure across infrastructure, cloud, networking, and client strategy.
Key Responsibilities:
Provide Tier 2 support across customer environments. Troubleshoot and resolve issues across Microsoft 365, networking, and infrastructure. Support client environments both remotely and onsite. Assist with project work and new client onboarding. Collaborate with internal team and leadership. Handle escalated (L2) tickets 10 15 tickets per day is typical. Assist with project work (15 20% of the role). Participate in daily standups and ticket reviews.
Minimum Education and Experience:
2 5+ years of MSP experience (Required). Strong Microsoft 365 expertise. Firewall experience (Fortinet preferred). Experience working in ticketing systems / MSP tools (Autotask or similar PSA preferred). Networking knowledge switches, access points. Windows / cloud / on-prem hybrid environments. Customer-facing communication skills. Ability to work in a flexible, team-oriented environment. Reliable transportation for travel across Philly, South Jersey, and Northern Delaware. No degree or certification requirement is stated by the client.
Preferred Qualifications:
Fortinet firewall experience specifically. Autotask PSA specifically (over other PSA tools). Experience resolving issues rather than escalating them. Exposure to full IT environments rather than siloed work. Interest in growing into leadership / L3 / vCIO responsibilities.
Soft Skills:
Customer-first mindset (white glove service). Strong communication and listening skills. High accountability / ownership. Ability to work in a fast-paced environment. Flexible, Team-oriented.
Why Join (client's own selling points):
Tight-knit, collaborative team. Fast growth with real career progression. High exposure to leadership and clients. Strong culture (work hard, support each other). Unique perks Including Fitler Club membership.
Skills:
Skill
Required/
Desired
Amount
of Experience
MSP Experience (Required - the client's primary screening point).
Required
2-5+
Years
Strong Microsoft 365 expertise.
Required
Years
Firewall experience Fortinet preferred.
Required
Years
MSP tools / PSA ticketing systems Autotask or similar.
Required
Years
Networking switches, access points.
Required
Years
Windows / cloud / on-prem hybrid environments.
Required
Years
Client-facing support work and customer-facing communication.
Required
Years
Ability to handle a 10 15 ticket per day volume.
Required
Reliable transportation and willingness to travel ~50% across Philly, South Jersey and Northern Delaware.
Required
Availability for after-hours/on-call and occasional weekend support.
Required
Autotask PSA specifically.
Desired
Years
Experience resolving vs escalating issues.
Desired
Exposure to full IT environments (not siloed work).
Desired
Interest in growth toward L3 / vCIO / leadership.
Desired