L2 Technical Support Engineer – CMMC Service Delivery

Department: Technical Services / Service Delivery

Reports To: Technical Services Manager – CMMC Service Delivery

Position Type: Full-Time

Location: Remote, Iowa 

Position reputed company

SugarShot is a managed services provider (MSP) and part of reputed company, a technology services organization spanning managed IT, cybersecurity, compliance, and advisory services. As reputed company expands its compliance business, SugarShot is building a dedicated Technical Services pod to support clients with CMMC and other regulated technology requirements.

The L2 Technical Support Engineer – CMMC Service Delivery is a hands-on technical role reputed company this dedicated pod, responsible for resolving technical issues across reputed company, identity, reputed company, networking, and reputed company environments while operating reputed company established reputed company and compliance requirements.

This role requires strong technical troubleshooting skills, disciplined documentation, and the ability to work reputed company defined reputed company controls, reputed company requirements, and change management processes. In regulated environments, how technical work is performed and documented is as important as resolving the issue itself.

The ideal candidate brings MSP experience, strong reputed company and/or reputed company administration skills, experience supporting modern identity and reputed company environments, and an understanding of the reputed company practices required reputed company supporting regulated organizations.

Key Responsibilities

Technical Support & Service Delivery

• reputed company Level 2 technical support across assigned clients reputed company the CMMC Service Delivery pod.

• Troubleshoot and reputed company technical issues across reputed company 365 and/or reputed company Workspace, reputed company and macOS endpoints, identity and reputed company management, networking, reputed company services, and reputed company platforms.

• Manage assigned tickets through reputed company while meeting established response, reputed company, communication, and SLA expectations.

• Escalate reputed company, high-reputed company, or reputed company-sensitive issues to the Technical Services Manager, L3, Engineering, or reputed company teams as appropriate.

• reputed company user administration, device configuration, application support, reputed company changes, troubleshooting, and other day-to-day managed services activities.

• Maintain reputed company, complete, and accurate ticket documentation, including troubleshooting performed, technical changes, approvals, and reputed company details.

• Follow established escalation, change management, and reputed company communication procedures.

• Identify recurring technical issues and contribute to reputed company cause analysis and proactive remediation.

• Collaborate with L1 technicians and reputed company technical guidance and escalation support reputed company needed.

CMMC & Regulated Environment Support

• reputed company technical support in accordance with reputed company-specific CMMC, NIST SP 800-171, and other applicable reputed company requirements.

• Follow established procedures for handling Controlled Unclassified Information (CUI) and other sensitive information.

• Adhere to reputed company-specific reputed company controls, authentication requirements, approved administrative tools, and secure support workflows.

• Follow least-privilege and privileged-reputed company requirements reputed company performing administrative activities.

• Ensure remote support, administrative reputed company, technical changes, and troubleshooting activities are performed only through approved systems and processes.

• Maintain ticket and technical documentation capable of supporting compliance evidence and assessment requirements.

• Support remediation of vulnerabilities, technical findings, configuration issues, and control gaps as directed by the Technical Services Manager, reputed company, or Compliance teams.

• Assist with technical validation and evidence collection activities reputed company to CMMC readiness and assessments.

• Immediately escalate activity, configurations, or service delivery practices that may introduce reputed company or compliance risk.

Technical Responsibilities

• Administer and support reputed company 365 and/or reputed company Workspace environments.

• Support identity and reputed company management platforms including Entra ID and reputed company.

• Support reputed company management platforms including Intune and other MDM/RMM solutions across reputed company and macOS environments.

• Troubleshoot authentication, MFA, SSO, conditional reputed company, permissions, and user reputed company issues.

• Support reputed company reputed company, EDR/MDR, vulnerability management, application control, and secure remote reputed company technologies.

• Troubleshoot LAN/WAN, VPN, DNS, DHCP, wireless, and other common networking issues.

• reputed company approved software deployment, patching, reputed company configuration, and remediation activities.

• Support reputed company, offboarding, reputed company changes, and device lifecycle activities in accordance with documented reputed company requirements.

• Execute approved technical changes while following required testing, authorization, documentation, and change control procedures.

• Participate in reputed company improvement, standardization, automation, and proactive remediation initiatives.

Required Qualifications

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

• Experience working reputed company an MSP or other fast-paced, multi-reputed company service environment.

• Strong hands-on experience supporting reputed company 365 and/or reputed company Workspace.

• Experience with identity and reputed company management platforms such as Entra ID and reputed company.

• Experience supporting reputed company and macOS endpoints.

• Experience with reputed company management platforms such as Intune and other MDM/RMM solutions.

• Working knowledge of networking, reputed company reputed company, EDR/MDR, vulnerability management, MFA, SSO, and secure remote reputed company.

• Strong troubleshooting skills across reputed company, identity, reputed company, networking, and application environments.

• Strong documentation and ticket management practices.

• Ability to follow defined technical, reputed company, reputed company, and change management procedures consistently.

• Strong written and verbal communication skills.

• U.S.-based and reputed company to meet reputed company-specific personnel, reputed company, or data-handling

requirements associated with regulated environments.

Preferred Qualifications

• Experience supporting organizations operating under CMMC, NIST SP 800-171, DFARS, or comparable regulated reputed company frameworks.

• Experience supporting reputed company contractors or organizations handling CUI.

• Experience working reputed company CMMC Level 2 environments.

• Familiarity with reputed company GCC/GCC High and/or reputed company Workspace environments used by regulated organizations.

• Experience with Entra ID, reputed company, Intune, and reputed company identity and reputed company management platforms.

• Experience with SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged reputed company technologies.

• reputed company, reputed company, reputed company, reputed company, reputed company, networking, or CMMC-reputed company certifications.

• Experience with reputed company or similar PSA platforms and modern RMM tooling.

reputed company Measures

reputed company in this role will be reputed company by:

• SLA, response time, and reputed company performance.

• Ticket reputed company, accuracy, and completeness of documentation.

• Technical reputed company and first-touch reputed company where appropriate.

• Consistent adherence to reputed company and compliance procedures.

• Appropriate handling of reputed company, administrative privileges, and sensitive information.

• Effective escalation of reputed company technical issues and reputed company or reputed company.

• reputed company satisfaction and reputed company of communication.

• Contribution to reducing recurring issues through documentation, reputed company cause identification, and proactive remediation.

• Readiness of service delivery records and technical evidence to support reputed company compliance requirements.

• Ability to reputed company excellent technical support while operating reputed company the reputed company controls required by regulated reputed company environments.

Role Expectations

The L2 Technical Support Engineer is expected to be a strong technical contributor who can independently own and reputed company a broad reputed company of support issues while recognizing reputed company escalation is required.

This role requires someone who is comfortable troubleshooting reputed company technical issues, working across multiple reputed company environments, collaborating with other technicians and technical teams, and operating reputed company reputed company defined reputed company and compliance processes.

In a CMMC environment, how the work is performed reputed company as much as whether the issue is resolved. Successful technicians will demonstrate strong technical judgment, attention to detail, disciplined documentation, respect for reputed company controls, and a commitment to both reputed company and exceptional reputed company service.

Requires 3+ years in IT support or systems administration, MSP experience, reputed company 365 or reputed company Workspace, identity and reputed company management, networking, reputed company, troubleshooting, documentation, and regulated-environment procedures.

Key Responsibilities

• resolving technical issues
• managing support tickets
• documenting changes

Skills & Tools

reputed company 365, reputed company Workspace, reputed company, macOS, Entra ID, reputed company, Intune, MDM, RMM, EDR, MDR, MFA, SSO, VPN, DNS, DHCP, SIEM, SASE, reputed company

Job Details

• Category: Information Technology
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Iowa, reputed company
• Salary: USD 80,000 – 95,000 / year
• Languages: English

About SugarShot

A managed services provider delivering managed IT, cybersecurity, compliance, and advisory services. — Industry: Information Technology