L2 Technical Support Engineer – CMMC Service Delivery

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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 management, L3, Engineering, or Security teams • Perform user administration, device configuration, application support, access changes, troubleshooting, and managed services activities • Maintain complete ticket documentation covering troubleshooting, changes, approvals, and resolutions • Follow escalation, change management, client communication, access control, and secure 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 in accordance with CMMC, NIST SP 800-171, and 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 Microsoft 365 and/or Google Workspace, Entra ID, Okta, Intune, and endpoint management environments • Troubleshoot authentication, MFA, SSO, conditional access, permissions, networking, VPN, DNS, DHCP, wireless, and remote access issues • Perform approved software deployment, patching, endpoint configuration, and remediation • Support onboarding, offboarding, access changes, and device lifecycle activities • Execute approved technical changes using required testing, authorization, documentation, and change control procedures • Participate in continuous improvement, standardization, automation, and proactive remediation 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 with Microsoft 365 and/or Google Workspace • Experience with Entra ID and Okta • Experience supporting Windows and macOS endpoints • Experience with Intune and other MDM/RMM solutions • Working knowledge of networking, endpoint security, EDR/MDR, vulnerability management, MFA, SSO, and secure remote access • Strong troubleshooting 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 • Must be U.S.-based and able to meet client-specific personnel, access, or data-handling requirements • Preferred: experience with CMMC, NIST SP 800-171, DFARS, CMMC Level 2, Department of Defense contractors, or CUI • Preferred: familiarity with Microsoft GCC/GCC High or regulated Google Workspace environments • Preferred: SIEM/MDR, EDR, SASE, vulnerability management, application control, and privileged access technologies • Preferred: Microsoft, Google, Okta, CompTIA, security, networking, or CMMC-related certifications • Preferred: ConnectWise or similar PSA platforms and modern RMM tooling

🏖️ Benefits

• Full-time employment • Remote work for U.S.-based employees • Opportunity to work with CMMC, NIST SP 800-171, and other regulated security environments • Professional collaboration with L1, L3, Engineering, Security, and Compliance teams • Technical guidance and involvement in continuous improvement, standardization, automation, and proactive remediation initiatives