Support Engineer II presso ISI Enterprises
ISI Enterprises · Herndon, Stati Uniti d'America · Onsite
- Professional
- Ufficio in Herndon
Technical Support Engineer II – MSP/MSSP Job Description
Position Summary:
ISI is seeking a skilled and service-oriented Tier 2 Support Engineer to join our growing IT team. This role is ideal for professionals with solid hands-on experience in endpoint management, troubleshooting complex systems issues, and working in environments governed by compliance frameworks such as CMMC and NIST 800-171.
As a Tier 2 Support Engineer, you will play a key role in resolving escalated support tickets, maintaining infrastructure stability, while ensuring operational excellence and client satisfaction.
Duties/Responsibilities:
Handle escalated support tickets requiring advanced troubleshooting across endpoints, networking, and system configurations
Support Microsoft 365 (Commercial & GCC/GCC High), Azure AD, Addigy, Mac, DNS, and conditional access policy troubleshooting
Mac and Google Workspace experience a must
Monitor and Manage endpoint configuration, monitoring, and support via RMM and MDM tools (e.g., Intune, JAMF, Defender)
Assist with VPN setup, certificate deployment, SSO/MFA enforcement, and security incident triage
Troubleshoot and resolve desktop virtualization, Group Policy, and identity-related issues
Collaborate with Tier 1, Tier 3, and Cybersecurity teams on escalations and root cause analysis
Proactively monitor system health, review alerts, and implement preemptive fixes
Contribute to ticket hygiene through accurate documentation, time tracking, and resolution notes
Update and refine SOPs and technical documentation based on resolved issues and best practices
Participate in user onboarding/offboarding tasks, group and permission changes, and access reviews
Support audit readiness efforts aligned with CMMC/NIST 800-171 compliance standards
Serve as a technical escalation point during support operations and participate in after-hours on-call rotation if needed
Qualifications
Must have
Must be authorized to work in the US without sponsorship
4-6 years of experience in IT support or system/network administration roles
Strong working knowledge of Microsoft 365, Azure AD, Intune, Endpoint Manager, DNS, and Windows/Mac/Linux environments
Experience managing tickets and documentation within ticketing platforms (e.g., HaloPSA, ServiceNow)
Proficient with remote support, endpoint diagnostics, and infrastructure alert response
Familiar with scripting basics (PowerShell, Bash) for diagnostics and automation tasks
Excellent communication, organizational, and problem-solving skills
Nice to have
Microsoft Certified: Azure Administrator Associate (AZ-104) preferred
Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
Microsoft 365 Certified: Modern Desktop Administrator (MD-102) or equivalent experience
CompTIA Security+ or Network+ preferred
Experience supporting systems in compliance-heavy environments (CMMC, DFARS, NIST)
What We Offer:
Competitive salary range: $85,000 - $95,000
Comprehensive benefits package, including generous PTO
Flexible hybrid work schedule
Opportunities for career development and technical training
A collaborative culture focused on mission, innovation, and service excellence
Equal Opportunity Employer Statement:
Industrial Security Integrators, LLC (“IsI”) is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law. Advancement opportunities are available to minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions.
Recruitment Policy:
IsI Enterprises does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies. Placement fees will not be paid unless IsI has an active agreement in place and the submission is made through the approved channels.
