Cyperus Group LLC
Base pay range
$70,000.00/yr - $90,000.00/yr
Hybrid role (2 to 3 days on the road, remaining days onsite in Morristown, NJ)
This role covers the NJ/NY Metropolitan area, within 30 miles of Morristown, NJ.
Must be a US Citizen or Green Card holder.
Position Summary The L2 Support Engineer works with both the Service Desk and Engineering team to provide network technical support across multiple client environments. Responsibilities include surveying and onboarding new clients, resolving technical issues, performing routine maintenance, and ensuring system availability. The role is client‑facing and requires excellent communication and problem‑solving skills.
Key Responsibilities
Technical Support and Troubleshooting
– Provide first and second‑level support for client systems, including desktops, servers, backup solutions, and network infrastructure; respond to tickets, troubleshoot issues, and resolve them in a timely manner.
Escalate complex or unresolved issues to senior engineers as needed; serve as the escalation point for the Service Desk on networking problems.
Proactively monitor client systems using Remote Monitoring and Management (RMM) tools.
Client Communication
– Act as the primary contact for clients, keeping them informed of issue resolution progress, explaining technical issues in clear, non‑technical language, and managing expectations with realistic timelines.
System Maintenance and Monitoring
– Perform routine maintenance such as patching, backups, system health checks, and preventive actions to avoid service disruptions; implement security protocols (antivirus, firewalls, data encryption) and ensure proper alerting and reporting.
Documentation and Reporting
– Record all support interactions and troubleshooting steps in the ticketing system, maintain accurate system configuration and incident logs, and contribute to knowledge‑base articles and support documentation.
Onsite and Remote Support
– Provide remote and onsite support as required by the client’s SLA, including hardware installations, firmware upgrades, and software upgrades at client premises.
Collaboration and Escalation
– Work with senior engineers on complex issues, provide root cause analysis for recurring problems, and contribute to continuous improvement initiatives.
Security and Compliance
– Ensure compliance with client security policies and industry standards (e.g., GDPR, HIPAA), implement patches, configure networking devices, and enforce security protocols.
Required Skills and Qualifications
3+ years of technical support experience, preferably in an MSP environment.
Strong knowledge of Windows Servers, Active Directory, and Windows/Mac OS environments.
Proficient with network fundamentals and configurations (TCP/IP, DNS, DHCP, VPN) and network troubleshooting.
Experience with RMM and PSA tools such as ConnectWise or NinjaOne.
Familiarity with cloud platforms: Microsoft 365, Azure, and AWS.
Excellent troubleshooting skills and root‑cause analysis across diverse technologies.
Strong communication skills for explaining technical concepts to non‑technical users.
Local travel to client sites is required.
Preferred Qualifications
Relevant certifications: CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or Cisco CCNA.
Experience with Microsoft Azure and AWS.
Exposure to Datto backups.
Experience with virtualization technologies (VMware, Hyper‑V).
Basic scripting skills (e.g., PowerShell) for automation.
Familiarity with ITIL processes and service‑management best practices.
Solid understanding of networking concepts, including VLANs, firewalls, and wireless solutions.
Personal Attributes
Strong customer service orientation and ability to work under pressure.
Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
Proactive problem‑solving with strong attention to detail.
Team player with excellent interpersonal skills.
Desire to document solutions and pursue continuous learning.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Technology, Information and Media, and Computer and Network Security
#J-18808-Ljbffr
Hybrid role (2 to 3 days on the road, remaining days onsite in Morristown, NJ)
This role covers the NJ/NY Metropolitan area, within 30 miles of Morristown, NJ.
Must be a US Citizen or Green Card holder.
Position Summary The L2 Support Engineer works with both the Service Desk and Engineering team to provide network technical support across multiple client environments. Responsibilities include surveying and onboarding new clients, resolving technical issues, performing routine maintenance, and ensuring system availability. The role is client‑facing and requires excellent communication and problem‑solving skills.
Key Responsibilities
Technical Support and Troubleshooting
– Provide first and second‑level support for client systems, including desktops, servers, backup solutions, and network infrastructure; respond to tickets, troubleshoot issues, and resolve them in a timely manner.
Escalate complex or unresolved issues to senior engineers as needed; serve as the escalation point for the Service Desk on networking problems.
Proactively monitor client systems using Remote Monitoring and Management (RMM) tools.
Client Communication
– Act as the primary contact for clients, keeping them informed of issue resolution progress, explaining technical issues in clear, non‑technical language, and managing expectations with realistic timelines.
System Maintenance and Monitoring
– Perform routine maintenance such as patching, backups, system health checks, and preventive actions to avoid service disruptions; implement security protocols (antivirus, firewalls, data encryption) and ensure proper alerting and reporting.
Documentation and Reporting
– Record all support interactions and troubleshooting steps in the ticketing system, maintain accurate system configuration and incident logs, and contribute to knowledge‑base articles and support documentation.
Onsite and Remote Support
– Provide remote and onsite support as required by the client’s SLA, including hardware installations, firmware upgrades, and software upgrades at client premises.
Collaboration and Escalation
– Work with senior engineers on complex issues, provide root cause analysis for recurring problems, and contribute to continuous improvement initiatives.
Security and Compliance
– Ensure compliance with client security policies and industry standards (e.g., GDPR, HIPAA), implement patches, configure networking devices, and enforce security protocols.
Required Skills and Qualifications
3+ years of technical support experience, preferably in an MSP environment.
Strong knowledge of Windows Servers, Active Directory, and Windows/Mac OS environments.
Proficient with network fundamentals and configurations (TCP/IP, DNS, DHCP, VPN) and network troubleshooting.
Experience with RMM and PSA tools such as ConnectWise or NinjaOne.
Familiarity with cloud platforms: Microsoft 365, Azure, and AWS.
Excellent troubleshooting skills and root‑cause analysis across diverse technologies.
Strong communication skills for explaining technical concepts to non‑technical users.
Local travel to client sites is required.
Preferred Qualifications
Relevant certifications: CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or Cisco CCNA.
Experience with Microsoft Azure and AWS.
Exposure to Datto backups.
Experience with virtualization technologies (VMware, Hyper‑V).
Basic scripting skills (e.g., PowerShell) for automation.
Familiarity with ITIL processes and service‑management best practices.
Solid understanding of networking concepts, including VLANs, firewalls, and wireless solutions.
Personal Attributes
Strong customer service orientation and ability to work under pressure.
Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
Proactive problem‑solving with strong attention to detail.
Team player with excellent interpersonal skills.
Desire to document solutions and pursue continuous learning.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Technology, Information and Media, and Computer and Network Security
#J-18808-Ljbffr