MSP Level 2 Technician

Summary

We’re looking for an MSP Level 2 Technician to provide advanced technical support to our Small‑to‑Medium Business clients. You’ll handle escalations from our Level 1 team, keep client environments secure and running smoothly, and deliver a great client experience.

Responsibilities

• Provide advanced troubleshooting and support for servers, networks, and software applications, resolving issues escalated from Level 1 technicians.
• Escalate to Level 3/engineering when a fix requires architecture‑level changes.
• Perform patch management, backup and recovery, and system monitoring across client environments.
• Keep systems secure, current, and aligned with client standards.
• Daily use of RMM and security tooling to monitor client environments, respond to alerts, and maintain endpoint protection, EDR, and identity threat detection coverage.
• Escalate confirmed incidents per SOC/MDR procedures.
• Monitor network performance and security using RMM and monitoring tools, identify and resolve issues proactively, and support existing network infrastructure (routers, switches, firewalls, VPNs).
• Maintain strong client relationships through professional, timely support; understand client needs and flag opportunities for improvements.
• Keep client documentation (configurations, procedures, network details) accurate and current in the documentation platform.
• Participate in an on‑call rotation for critical issues, including occasional after‑hours or weekend support as needed (compensated per company policy).

Knowledge, Skills, & Qualifications

• Minimum 3 years in IT support; MSP experience strongly preferred.
• Associate’s or Bachelor’s degree in IT/Computer Science a plus.
• Certifications such as CompTIA Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator, Microsoft Azure Administrator (AZ‑104), or CCNA a plus.
• Working knowledge of Windows Server environments and virtualization (VMware, Hyper‑V).
• Hands‑on administration of Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive, admin center), Entra ID (Azure AD) including user/group management, conditional access, and MFA, plus Intune/endpoint management for device compliance and policy.
• Experience installing, deploying, and managing Azure virtual servers and infrastructure.
• Experience with backup and disaster‑recovery solutions (e.g., Datto, Veeam) – configuring, monitoring, and executing restores.
• Daily working knowledge of endpoint protection, EDR, MDR, and ITDR tools and workflows.
• Solid understanding of networking protocols, firewalls, VPNs, and cybersecurity fundamentals.
• Daily hands‑on use of RMM tools (e.g., NinjaRMM) and ticketing/PSA systems (e.g., Autotask).
• Comfortable with structured documentation platforms (e.g., IT Glue).
• Strong verbal and written communication skills; able to explain technical issues clearly to non‑technical clients.

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Competitive salary
• Performance‑based bonuses
• 401(k) plan
• 401(k) matching
• Retirement savings plan with employer matching
• Generous paid time off and holiday schedule
• Professional development opportunities and reimbursement for certifications
• Flexible working hours and remote work options
• Supportive and collaborative work environment
• Opportunity for advancement
• Training & development

Pay

Competitive salary and performance‑based bonuses.

Schedule

The role includes participation in an on‑call rotation for critical issues, occasional after‑hours or weekend support, and flexible working hours. Evenings and weekends may be required to accommodate client emergencies or project deadlines.

Work Environment

This position requires the ability to work both onsite and remotely, depending on client needs. Occasional travel to client locations is expected, and a valid driver’s license is required. The environment is fast‑paced and dynamic, with a focus on delivering high‑quality IT support to SMB clients. Our team culture is collaborative and supportive.

Note: Applicants must be located in the Austin Metro area; please do not apply if you are not in Austin, TX.