MSP Level 2 Technician

Responsibilities

• 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.
• 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.

Qualifications

• 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.
• Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory, and virtualization technologies such as VMware and Hyper-V.
• Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
• In-depth understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
• Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
• Strong ability to diagnose and resolve complex technical issues efficiently.
• Excellent verbal and written communication skills, with a customer-focused approach to delivering high-quality service and building strong client relationships.
• Ability to manage multiple priorities in a fast-paced environment while working both independently and as part of a team.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
• Knowledge of network and system monitoring tools (eclipse, SolarWinds, Nanja, Auvik, etc.).
• Proficiency in using documentation tools and platforms (eclipse, Hudu, Ninja Documentation, IT Glue, SharePoint).

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retail savings plan with company match
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement