MSP Level 2 Technician

Overview

Summary:

We are seeking an experienced and dedicated Managed IT Services (MSP) Level 2 Technician to join our dynamic IT team. This role is pivotal in providing exceptional technical support and solutions to small to medium-sized businesses. The ideal candidate will exhibit a strong technical acumen, excellent customer service skills, and the ability to troubleshoot and resolve complex IT issues efficiently.

• Technical Support and Troubleshooting:
  Provide advanced technical support to clients, including installing, configuring, and maintaining hardware and software.
• Incident Management:
  Respond to and resolve escalated support tickets promptly, ensuring minimal downtime for clients.
• Network Administration:
  Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
• Design and architect cloud, networking, and on-premise server infrastructure solutions tailored to client needs.
• Oversee administration of Microsoft Windows Server environments (AD, DNS, DHCP, GPO, file/print services).
• Lead cloud migration initiatives, including planning, implementation, and optimization for performance and cost-efficiency.
• Implement and maintain automation using Power Shell, Intune, GPO, and RMM tools to streamline server and endpoint management.
• Security Management:
  Implement and manage security solutions, conduct regular security audits, and address potential vulnerabilities.
• Backup and Disaster Recovery:
  Ensure client data is backed up regularly and develop disaster recovery plans to safeguard against data loss.
• Client Communication:
  Maintain clear and professional communication with clients, providing updates and ensuring client satisfaction.
• Documentation:
  Create and maintain detailed documentation of client systems, configurations, and support activities.
• Project Implementation:
  Assist in the planning and execution of IT projects, ensuring they are completed on time and within budget.
• Training and Mentoring:
  Provide guidance and training to Level 1 Technicians, fostering a collaborative team environment.
• Emergency Support:
  Provide on-call support for critical issues, including after-hours and weekend support as needed. Respond to emergencies promptly and take appropriate actions to minimize downtime and data loss.

• Experience &
  
  Education:
  
  Minimum of 3-5 years in an MSP or similar IT support role; a degree in IT, Computer Science, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are highly desirable.
• Technical Proficiency:
  Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V.
• Remote Monitoring & Ticketing Systems:
  
  Experience with RMM tools like Ninja
  
  RMM and ticketing systems such as Autotask PSA, Service Now, or Zendesk.
• Networking Expertise:
  In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
• Architect, deploy, and manage Microsoft Azure-based solutions.
• Security Knowledge:
  Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
• Problem-Solving & Analytical Thinking:
  Strong ability to diagnose and resolve complex technical issues efficiently.
• Communication & Customer Service:
  Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships.
• Time Management &
  
  Collaboration:
  
  Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.

• Cloud Services:
  Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Automation:
  Familiarity with scripting and automation tools (e.g., Power Shell, Bash) to streamline processes.
• Monitoring Tools:
  Knowledge of network and system monitoring tools (e.g., Solar Winds, Ninja, Auvik, etc.).
• Documentation Tools:
  Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).

• This role requires the ability to work both onsite and remotely, depending on client needs. The candidate should be prepared for occasional travel to client locations and possess a valid driver s license. Flexibility in working hours, including evenings and weekends, may be required to accommodate client emergencies or project deadlines.
• Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients.
• Collaborative and supportive team culture.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development and certification reimbursement.
• Opportunities for career advancement.

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is…