MSP Support Technician II (Tier 2)

About the role

qnectU is a managed IT services provider dedicated to delivering reliable, forward-thinking technology solutions to businesses across various industries. Our mission is to empower both our clients and our team through technology.

Responsibilities

• Provide advanced technical support for hardware, software, and network-related issues
• Diagnose and resolve escalated (Tier 2) support requests in a timely and efficient manner
• Deliver remote support using industry-standard tools, minimizing client downtime
• Perform on-site support at client locations as needed (e.g., hardware resets, troubleshooting, deployments)
• Clearly communicate technical issues and solutions to both technical and non-technical users
• Document all work thoroughly in the ticketing system, including troubleshooting steps and resolutions
• Contribute to internal knowledge base documentation and process improvement
• Collaborate with team members to resolve complex issues and share knowledge
• Escalate issues appropriately when required and follow established escalation procedures
• Assist with small projects, deployments, and client onboarding activities as needed
• Stay current with emerging technologies, tools, and best practices

Requirements

• Minimum 2+ years of experience in a technical support role at an MSP
• Strong troubleshooting skills across endpoints, networks, and common business applications
• Experience supporting: - Windows and macOS environments
• Microsoft 365 (Exchange, Teams, SharePoint, etc.)
• Active Directory and basic server administration
• Foundational understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)
• Experience with RMMs (Datto, VSA, Ninja, etc) and PSAs (ConnectWise, BMS, Autotask, etc)

Qualifications

• A+ and Network+ Certifications
• Valid driver’s license and clean driving record
• Ability to travel locally to client sites several times per week as needed
• Ability to pass a background check

Skills & Attributes

• Excellent communication and customer service skills
• Ability to explain technical concepts clearly to non-technical users
• Strong analytical and problem-solving abilities
• Highly organized with attention to detail and documentation
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Team-oriented mindset with a willingness to mentor and support others

Benefits

• Pay: $25-30/hr depending on skill level and expertise
• Medical/Dental Insurance
• Holiday Pay & PTO