L2 Technical Support Engineer – CMMC Service Delivery

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

📋 Description

• Deliver Level 2 technical support to designated clients within the CMMC Service Delivery pod.

• Diagnose and resolve issues related to 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 benchmarks.

• Refer complex, critical, or security-sensitive issues to management, L3, Engineering, or Security teams.

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

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

• Adhere to escalation, change management, and client communication protocols.

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

• Collaborate with L1 technicians while providing technical direction.

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

• Manage CUI and sensitive information following established protocols.

• Comply with access controls, authentication requirements, approved tools, secure workflows, least-privilege, and privileged-access guidelines.

• Aid in vulnerability remediation, technical findings, configuration issues, and control gaps.

• Support CMMC readiness validation and evidence gathering.

• Point out activities that may pose security or compliance risks.

• Administer Microsoft 365 and/or Google Workspace.

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

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

• Execute approved software deployments, patching, endpoint configurations, and remediation tasks.

• Facilitate onboarding, offboarding, access modifications, and device lifecycle processes.

• Implement authorized technical changes with necessary testing, documentation, and change control.

• Engage in continuous improvement, standardization, automation, and proactive remediation efforts.

⛳️ Requirements

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

• Experience in an MSP or other dynamic, multi-client service settings.

• Strong practical experience in supporting Microsoft 365 and/or Google Workspace.

• Familiarity with identity and access management solutions such as Entra ID and Okta.

• Experience with Windows and macOS devices.

• Knowledge of endpoint management solutions like Intune and other MDM/RMM platforms.

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

• Excellent troubleshooting abilities across endpoint, identity, cloud, networking, and application domains.

• Strong documentation and ticket management capabilities.

• Ability to consistently follow established technical, security, access, and change management processes.

• Strong verbal and written communication skills.

• U.S.-based and capable of meeting client-specific personnel, access, or data handling requirements related to regulated environments.

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

• Preferred: experience assisting Department of Defense contractors or organizations managing CUI.

• Preferred: experience in CMMC Level 2 environments.

• Preferred: knowledge of 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: relevant certifications in Microsoft, Google, Okta, CompTIA, security, networking, or CMMC.

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible work hours and remote work options.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuing education.

• Supportive team environment and company culture.