L2 Technical Support Engineer – CMMC Service Delivery

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🌾 Iowa – Remote

🌾 Iowa – Remote

💵 $80k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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SugarShot

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

💼 Consulting

Cybersecurity • Consulting

SugarShot is an IT services and consulting company specializing in managed IT services, cybersecurity, IT and technology audits, incident response, IT compliance, and IT staffing. Based in Los Angeles, SugarShot is dedicated to integrating technology as a crucial component of business growth strategies, helping companies navigate the constantly evolving tech landscape to enhance operational continuity and competitive edge.

📋 Description

• Provide Level 2 technical support across assigned clients within the CMMC Service Delivery pod • Troubleshoot and resolve issues across Microsoft 365 and/or Google Workspace, Windows and macOS endpoints, identity and access management, networking, cloud services, and security platforms • Manage assigned tickets through resolution while meeting response, resolution, communication, and SLA expectations • Escalate complex, high-impact, or security-sensitive issues to appropriate technical, engineering, security, or management teams • Perform user administration, device configuration, application support, access changes, troubleshooting, and managed services activities • Maintain complete ticket documentation covering troubleshooting, technical changes, approvals, and resolutions • Follow escalation, change management, client communication, security, access-control, and approved support procedures • Identify recurring issues and contribute to root cause analysis and proactive remediation • Collaborate with L1 technicians and provide technical guidance and escalation support • Deliver support according to CMMC, NIST SP 800-171, and other applicable security requirements • Handle CUI and sensitive information according to established procedures • Support vulnerability remediation, technical findings, configuration issues, and control gaps • Assist with technical validation and evidence collection for CMMC readiness and assessments • Administer and support Microsoft 365 and/or Google Workspace • Support Entra ID, Okta, Intune, MDM/RMM, endpoint security, EDR/MDR, vulnerability management, application control, and secure remote access technologies • Troubleshoot authentication, MFA, SSO, conditional access, permissions, user access, LAN/WAN, VPN, DNS, DHCP, and wireless issues • Perform approved software deployment, patching, endpoint configuration, and remediation • Support onboarding, offboarding, access changes, and device lifecycle activities • Execute approved technical changes with testing, authorization, documentation, and change control • Participate in continuous improvement, standardization, automation, proactive remediation, and root cause initiatives

🎯 Requirements

• 3+ years of experience in IT support, managed services, systems administration, or a similar technical support environment • Experience working within an MSP or fast-paced, multi-client service environment • Strong hands-on experience supporting Microsoft 365 and/or Google Workspace • Experience with identity and access management platforms such as Entra ID and Okta • Experience supporting Windows and macOS endpoints • Experience with endpoint management platforms such as Intune and other MDM/RMM solutions • Working knowledge of networking, endpoint security, EDR/MDR, vulnerability management, MFA, SSO, and secure remote access • Strong troubleshooting skills across endpoint, identity, cloud, networking, and application environments • Strong documentation and ticket management practices • Ability to consistently follow technical, security, access, and change management procedures • Strong written and verbal communication skills • U.S.-based and able to meet client-specific personnel, access, or data-handling requirements for regulated environments • Preferred: experience with CMMC, NIST SP 800-171, DFARS, or comparable regulated security frameworks • Preferred: experience supporting Department of Defense contractors or organizations handling CUI • Preferred: experience in CMMC Level 2 environments • Preferred: familiarity with 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: Microsoft, Google, Okta, CompTIA, security, networking, or CMMC-related certifications • Preferred: experience with ConnectWise or similar PSA platforms and modern RMM tooling

🏖️ Benefits

• Remote work arrangement • Full-time position • Opportunity to work with managed IT, cybersecurity, compliance, and advisory services • Exposure to CMMC, NIST SP 800-171, and other regulated security environments • Collaboration with technical, engineering, security, and compliance teams • Professional development through continuous improvement, standardization, automation, and proactive remediation initiatives