L2 Technical Support Engineer – CMMC Service Delivery
S
SugarShotManaged Services / Cybersecurity
Remote, U.S.-BasedFull-TimeMiddle
Salary$80,000 – $95,000 / year
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Job Details
- Experience
- 3+ years
- Required Skills
- Google Workspace
Requirements
- 3+ years of experience in IT support, managed services, or systems administration.
- Proven experience working within an MSP or multi-client service environment.
- Hands-on experience with Microsoft 365 or Google Workspace.
- Experience with identity and access management platforms (e.g., Entra ID, Okta).
- Proficiency with Windows and macOS endpoint management (e.g., Intune, MDM/RMM tools).
- Working knowledge of networking, EDR/MDR, vulnerability management, MFA, and SSO.
- Strong documentation and ticket management practices.
- Ability to consistently follow defined technical, security, and change management procedures.
- Excellent written and verbal communication skills.
- Ability to meet client-specific personnel, access, or data-handling requirements.
Responsibilities
- Provide Level 2 technical support across assigned clients within the CMMC Service Delivery pod.
- Troubleshoot and resolve technical issues across Microsoft 365, Google Workspace, Windows/macOS endpoints, identity management, and networking.
- Manage tickets to resolution while meeting SLA expectations.
- Maintain complete, accurate ticket documentation required for compliance evidence and audit readiness.
- Deliver support according to CMMC, NIST SP 800-171, and secure access workflows.
- Escalate security-sensitive or high-impact issues to senior engineering or security teams.
- Perform user administration, device configuration, and proactive vulnerability remediation.
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