Information Technology Tier 2 Technician; MSP

Job Type: Full-Time

Reports To: VP of Operations

We are an established and growing Managed Services Provider (MSP) delivering proactive IT solutions to small and mid‑sized businesses across Louisiana. Our team is committed to providing enterprise‑level support with a personal touch. We pride ourselves on long‑term client relationships, technical excellence, and a collaborative team culture.

We are seeking a skilled Tier 2 Managed Services Technician to join our service team and play a key role in supporting and maintaining our clients’ IT environments.

The Tier 2 Technician is responsible for handling escalated service requests, troubleshooting complex technical issues, and supporting project implementations. This role requires strong technical knowledge, excellent customer service skills, and the ability to work independently in a fast‑paced MSP environment.

You will serve as a technical escalation point for Tier 1 technicians while maintaining ownership of assigned tickets and client relationships.

• Respond to escalated service tickets and resolve advanced technical issues
• Troubleshoot and support:
  • Microsoft 365 (Exchange Online, SharePoint, Teams)
  • Active Directory & Group Policy
  • Network infrastructure (firewalls, switches, VLANs, VPNs)
  • Administer backups, disaster recovery systems, and endpoint protection tools
• Perform root cause analysis and implement long‑term solutions
• Support onboarding/offboarding processes and system deployments
• Assist with client IT projects, migrations, and upgrades
• Document all work thoroughly in PSA and documentation systems
• Mentor Tier 1 technicians and contribute to process improvement
• Maintain high standards of customer service and communication

• 3+ years of IT support experience
• Strong knowledge of Microsoft environments and networking fundamentals
• Experience with remote monitoring and management (RMM) tools
• Understanding of cybersecurity best practices
• Excellent troubleshooting and problem‑solving skills
• Clear written and verbal communication skills
• Ability to manage multiple priorities effectively

• CompTIA Network+ or Security+
• Microsoft certifications

• Competitive salary based on experience
• Health, dental, and vision benefits
• Paid time off and holidays
• 401(k) with company match
• Ongoing training and certification support
• Clear career advancement path
• Supportive, team‑oriented culture

We are not just a break/fix IT shop — we are strategic partners to our clients. You’ll have the opportunity to work with diverse environments, modern cloud technologies, and a leadership team that values innovation and professional growth.

If you’re a motivated IT professional looking to grow your career in a stable, well‑established MSP environment, we’d love to hear from you.