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 across Microsoft 365 and/or Google Workspace, Windows and macOS endpoints, identity and access management, networking, cloud services, and security platforms.

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

• Elevate complex, high-impact, or security-sensitive issues to management, L3, Engineering, or Security teams.

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

• Ensure comprehensive ticket documentation that encompasses troubleshooting, changes, approvals, and resolutions.

• Comply with escalation, change management, client communication, access control, and secure support protocols.

• Recognize recurring issues and contribute to root cause analysis and proactive remediation efforts.

• Collaborate with L1 technicians, offering technical guidance and escalation support.

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

• Manage CUI and sensitive information in accordance with established procedures.

• Assist in vulnerability remediation, technical findings, configuration challenges, and control gaps.

• Contribute to technical validation and evidence collection for CMMC readiness and assessments.

• Administer Microsoft 365 and/or Google Workspace, Entra ID, Okta, Intune, and endpoint management systems.

• Troubleshoot authentication, MFA, SSO, conditional access, permissions, networking, VPN, DNS, DHCP, wireless, and remote access issues.

• Perform authorized software deployment, patching, endpoint configuration, and remediation tasks.

• Support onboarding, offboarding, access modifications, and device lifecycle management activities.

• Implement approved technical changes following the necessary testing, authorization, documentation, and change control processes.

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

⛳️ Requirements

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

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

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

• Familiarity with Entra ID and Okta.

• Experience in supporting Windows and macOS endpoints.

• Knowledge of Intune and other MDM/RMM solutions.

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

• Strong troubleshooting abilities across endpoint, identity, cloud, networking, and application environments.

• Excellent documentation and ticket management skills.

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

• Strong written and verbal communication skills.

• Must be based in the U.S. and capable of fulfilling client-specific personnel, access, or data-handling criteria.

• Preferred: experience with CMMC, NIST SP 800-171, DFARS, CMMC Level 2, Department of Defense contractors, or CUI.

• Preferred: knowledge of Microsoft GCC/GCC High or regulated Google Workspace environments.

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

🏝️ Benefits

• Full-time employment.

• Remote work opportunities for U.S.-based employees.

• Chance to engage with CMMC, NIST SP 800-171, and other regulated security frameworks.

• Professional collaboration with L1, L3, Engineering, Security, and Compliance teams.

• Technical guidance and participation in continuous improvement, standardization, automation, and proactive remediation initiatives.