Tier II Engineer

Tier II IT Support Engineer

On Call Computer Solutions, LLC

Location: Virginia Beach, VA

Employment Type: Full-Time

Base Salary: $55,000-$60,000 annually

Commission Opportunity: $10,000+ annually in potential additional earnings

Target Total Compensation: $65,000-$70,000+ annually (base salary plus potential commissions)

About On Call Computer Solutions

Founded in 2003, On Call Computer Solutions, LLC is a nationally recognized Managed IT Services and Cybersecurity provider specializing in supporting businesses operating in highly regulated environments, including the Defense Industrial Base (DIB).

As an Authorized CMMC Third-Party Assessment Organization (C3PAO), we help organizations navigate complex cybersecurity requirements, protect their technology infrastructure, and maintain compliance with standards such as NIST SP 800-171, DFARS, and CMMC.

Our team supports clients nationwide, delivering managed IT services, cybersecurity solutions, Microsoft 365 GCC High environments, cloud infrastructure, and compliance consulting.

We believe in developing our employees, rewarding initiative, and creating opportunities for long-term professional growth.

Position Overview

We are seeking a motivated, technically proficient Tier II IT Support Engineer to join our growing team in Virginia Beach, Virginia. (Google Worskpace and EHR Systems experience a big plus!)

This position is ideal for an IT professional with strong troubleshooting abilities, excellent customer service skills, and experience supporting multiple business environments.

As a Tier II Engineer, you will serve as a key technical resource for our clients, resolving escalated support requests, administering Microsoft environments, deploying cybersecurity solutions, and assisting with client onboarding and infrastructure projects.

You will work with experienced engineers, cybersecurity professionals, and cloud architects while gaining exposure to advanced Microsoft technologies, GCC High environments, and cybersecurity compliance frameworks.

We are looking for someone who takes ownership of their work, communicates professionally, and enjoys solving challenging technical problems.

Key Responsibilities

Technical Support & Troubleshooting

• Diagnose and resolve Windows 10/11 workstation, laptop, application, and peripheral issues.
• Troubleshoot software crashes, performance issues, operating system errors, and user profile problems.
• Perform workstation imaging, Windows upgrades, system rebuilds, and hardware replacements.
• Provide remote and onsite technical support to business clients.
• Troubleshoot printers, scanners, network copiers, and scan-to-email functionality.

Microsoft 365 & Cloud Administration

• Administer Microsoft 365, Exchange Online, SharePoint, OneDrive, and Microsoft Teams.
• Manage user accounts, shared mailboxes, permissions, licensing, and multifactor authentication.
• Troubleshoot Microsoft Entra ID authentication, account access, and synchronization issues.
• Support Microsoft Intune device enrollment and endpoint management.
• Assist with Microsoft 365 GCC High environments and Azure Virtual Desktop under senior engineering guidance.
• Coordinate Microsoft licensing changes and provisioning with internal teams.

Networking & Infrastructure

• Troubleshoot business networks, internet connectivity, DNS, DHCP, VPNs, and wireless infrastructure.
• Assist with next-generation firewall configuration, deployment, and troubleshooting.
• Support switches, wireless access points, IP phones, and network-connected devices.
• Coordinate with internet service providers and telecommunications vendors.
• Troubleshoot Windows Server, Active Directory, Group Policy, Remote Desktop Services, and file-sharing issues.
• Monitor backup alerts, assist with restoration requests, and coordinate with backup vendors.

Cybersecurity & Managed Services

• Deploy and maintain endpoint protection, managed detection and response, and security monitoring solutions.
• Support application allowlisting, endpoint privilege management, and security policy configuration.
• Troubleshoot email security, identity protection, MFA, and endpoint encryption.
• Review and respond to routine security alerts, escalating potential incidents to the Security team.
• Deploy and configure standardized cybersecurity solutions for new and existing clients.
• Assist with client environments subject to CMMC and NIST SP 800-171 cybersecurity requirements.

Client Onboarding & Deployment

• Assist with onboarding new clients into our managed IT services platforms.
• Install and configure remote monitoring and management agents, security applications, and endpoint protection tools.
• Deploy new and replacement workstations, including software installation, user configuration, and connectivity testing.
• Support infrastructure upgrades, firewall installations, and client technology transitions.
• Follow established deployment procedures and escalate complex technical issues when appropriate.
• Perform basic client website content updates and troubleshooting, primarily within WordPress.

Client Communication & Documentation

• Communicate directly with clients through phone, email, and remote support sessions.
• Provide timely updates regarding troubleshooting progress, scheduled work, and issue resolution.
• Maintain accurate ticket documentation within our professional services automation platform.
• Document troubleshooting steps, technical configurations, and completed work.
• Collaborate with internal engineering, cybersecurity, and account management teams.
• Identify opportunities to improve client environments and refer appropriate recommendations to our Sales team.

Required Qualifications

• Minimum 3 years of professional IT support experience, preferably including 1-2 years in a Tier II or Managed Service Provider environment.
• Strong Windows 10/11 troubleshooting and workstation administration skills.
• Experience administering Microsoft 365, Exchange Online, Entra ID, and user licensing.
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, wireless networking, and firewall fundamentals.
• Familiarity with Windows Server, Active Directory, Group Policy, and file-sharing permissions.
• Experience using remote monitoring and management (RMM) tools and IT ticketing systems.
• Ability to independently troubleshoot and resolve routine Tier II technical issues.
• Strong organizational skills and attention to technical documentation.
• Excellent written and verbal communication skills.
• Ability to manage multiple client requests and prioritize competing technical issues.
• Valid driver's license and reliable transportation for occasional client site visits.
• Willingness to participate in an after-hours on-call rotation.

Preferred Qualifications

• Previous experience working for a Managed Service Provider (MSP).
• Google Workspace Experience
• EHI systems and avoiding PHI best practices
• Experience with Microsoft 365 GCC High or regulated government contractor environments.
• Familiarity with CMMC, DFARS, or NIST SP 800-171.
• Experience configuring next-generation firewalls, VPNs, and network security policies.
• Knowledge of Microsoft Intune, Autopilot, and endpoint deployment.
• Experience with application allowlisting, managed EDR, SIEM, and identity threat detection.
• Experience supporting backup and disaster recovery solutions.
• Basic WordPress administration experience.
• Experience supporting multiple clients across different technical environments.

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft 365 Certified: Administrator Expert (MS-102)
• Microsoft Certified: Azure Fundamentals (AZ-900)

Certifications are preferred but not required. Relevant hands-on experience and demonstrated technical ability will be strongly considered.

Compensation & Commission Opportunities

Base Salary: $50,000-$60,000 annually, depending on experience, technical qualifications, and demonstrated proficiency.

In addition to base compensation, employees are eligible to participate in On Call Computer Solutions' company-wide Sales Commission Program.

Our commission structure provides opportunities to earn additional compensation through qualifying business opportunities, including:

• Equipment and software sales.
• New managed IT service agreements.
• Cybersecurity and compliance consulting opportunities.
• Eligible cloud engineering and migration projects.
• Other qualifying products and services under the company's commission agreement.

Employees who identify opportunities to improve client environments and help generate new business may qualify for additional compensation under the applicable commission schedule.

Target Total Annual Compensation: $65,000-$70,000+, including potential commissions.

Commission earnings are variable, are not guaranteed, and are subject to the company's Sales Commission Schedule Agreement, including applicable eligibility, allocation, and payment provisions.

Employee Benefits

At On Call Computer Solutions, we believe our employees are the foundation of our success.

Our benefits package includes:

• Employer-sponsored health insurance with 50% of employee-only premiums paid by the company.
• Company-paid $50,000 life insurance policy.
• Employer-paid short-term and long-term disability insurance.
• Optional dental, vision, supplemental life, and additional insurance coverage.
• SIMPLE IRA retirement plan with a 3% employer match after meeting eligibility requirements.
• 128 hours of annual paid time off for eligible full-time employees, with additional PTO based on tenure.
• Professional development and certification opportunities.
• Opportunities for advancement into senior engineering, cloud infrastructure, and cybersecurity positions.
• A collaborative team environment with access to experienced technical professionals.

Additional benefits are subject to applicable company policies and plan eligibility requirements.

What Success Looks Like

Successful Tier II Engineers at On Call Computer Solutions demonstrate the ability to:

• Resolve technical issues efficiently. Independently troubleshoot routine Tier II issues while appropriately escalating complex infrastructure and cybersecurity problems.
• Deliver excellent client service. Maintain professional communication, provide timely updates, and create positive client experiences.
• Maintain accurate documentation. Ensure service tickets and technical records are complete, accurate, and understandable.
• Support secure client environments. Properly deploy, maintain, and troubleshoot standardized IT and cybersecurity solutions.
• Continue developing technical expertise. Expand knowledge of Microsoft technologies, cybersecurity platforms, networking, and compliance-driven environments.

Build Your Career With On Call

At On Call Computer Solutions, this is more than another IT support position.

You will have the opportunity to work with a nationwide client base, learn from experienced engineers and cybersecurity professionals, and develop technical expertise in some of the industry's most demanding environments.

We value accountability, initiative, professionalism, and employees who are willing to learn and grow.

If you enjoy solving technical challenges, supporting clients, and developing your career in managed IT services and cybersecurity, we encourage you to apply.

Join On Call Computer Solutions and become part of a team committed to delivering exceptional service, protecting our clients, and advancing the future of cybersecurity.

On Call Computer Solutions, LLC is an Equal Opportunity Employer. Employment decisions are made without regard to protected characteristics under applicable federal, state, and local law. Job Offers are contingent upon certain goals being met and employment is at-will, where applicable under state law.