The Level 2 Engineer plays a key role in delivering high-quality technical support and customer service for a diverse range of clients. Working within a managed service provider (MSP) environment, this role involves providing remote IT assistance, managing service tickets, and resolving complex technical issues escalated from Level 1 support. The ideal candidate will demonstrate strong expertise across Microsoft 365, network and system administration, and endpoint protection, while maintaining exceptional communication and professionalism in client interactions. This position requires a proactive, detail-oriented individual capable of working independently in a remote, rotating-shift environment. Prior MSP experience and relevant certifications such as Microsoft 365 Fundamentals or CompTIA (or equivalent) are essential.