L2 Technical Support Engineer – CMMC Service Delivery

This is a fully remote position, open to applicants in Iowa.

📋 Description

• Deliver Level 2 technical assistance to designated clients within the CMMC Service Delivery team.

• Diagnose and resolve issues across Microsoft 365 and/or Google Workspace, Windows and macOS devices, identity and access management, networking, cloud services, and security platforms.

• Oversee assigned tickets until resolution while adhering to response, resolution, communication, and SLA standards.

• Refer intricate, high-impact, or security-sensitive matters to the relevant technical, engineering, security, or management teams.

• Conduct user administration, device setup, application support, access modifications, troubleshooting, and managed services tasks.

• Ensure comprehensive ticket documentation that encompasses troubleshooting steps, technical modifications, approvals, and resolutions.

• Adhere to escalation, change management, client communication, security, access-control, and authorized support protocols.

• Recognize recurring issues and assist in root cause analysis and proactive solutions.

• Work collaboratively with L1 technicians, providing technical support and escalation assistance.

• Offer support in compliance with CMMC, NIST SP 800-171, and other relevant security standards.

• Manage CUI and sensitive data according to established protocols.

• Aid in vulnerability remediation, technical findings, configuration challenges, and control deficiencies.

• Support technical validation and evidence gathering for CMMC preparedness and assessments.

• Administer and assist with Microsoft 365 and/or Google Workspace.

• Support Entra ID, Okta, Intune, MDM/RMM, endpoint security, EDR/MDR, vulnerability management, application control, and secure remote access technologies.

• Troubleshoot issues related to authentication, MFA, SSO, conditional access, permissions, user access, LAN/WAN, VPN, DNS, DHCP, and wireless connectivity.

• Execute authorized software deployments, patching, endpoint configurations, and remediation activities.

• Assist with onboarding, offboarding, access modifications, and device lifecycle management.

• Implement approved technical changes with testing, authorization, documentation, and change control processes.

• Engage in continuous improvement, standardization, automation, proactive remediation, and root cause initiatives.

⛳️ Requirements

• Minimum of 3 years of experience in IT support, managed services, systems administration, or a similar technical support role.

• Experience in an MSP or a dynamic, multi-client service environment.

• Extensive hands-on experience with Microsoft 365 and/or Google Workspace support.

• Familiarity with identity and access management platforms like Entra ID and Okta.

• Experience supporting Windows and macOS devices.

• Proficiency with endpoint management platforms such as Intune and other MDM/RMM solutions.

• Solid understanding of networking, endpoint security, EDR/MDR, vulnerability management, MFA, SSO, and secure remote access.

• Strong troubleshooting capabilities across endpoint, identity, cloud, networking, and application domains.

• Excellent documentation and ticket management skills.

• Ability to consistently adhere to technical, security, access, and change management procedures.

• Strong written and verbal communication abilities.

• U.S.-based and capable of fulfilling client-specific personnel, access, or data-handling requirements for regulated settings.

• Preferred: experience with CMMC, NIST SP 800-171, DFARS, or similar regulated security frameworks.

• Preferred: background in supporting Department of Defense contractors or organizations dealing with CUI.

• Preferred: experience in CMMC Level 2 environments.

• Preferred: familiarity with Microsoft GCC/GCC High and/or regulated Google Workspace environments.

• Preferred: experience with SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged access technologies.

• Preferred: certifications related to Microsoft, Google, Okta, CompTIA, security, networking, or CMMC.

• Preferred: experience with ConnectWise or similar PSA platforms and modern RMM tools.

🏝️ Benefits

• Flexible remote work options.

• Full-time employment opportunity.

• Chance to engage with managed IT, cybersecurity, compliance, and advisory services.

• Exposure to CMMC, NIST SP 800-171, and other regulated security environments.

• Collaboration with technical, engineering, security, and compliance teams.

• Opportunities for professional development through continuous improvement, standardization, automation, and proactive remediation initiatives.