MSP Tier 2 Technician

About the role

OmegaCor Technologies is seeking a Managed Services Provider (MSP) Tier 2 Technician to deliver both onsite and remote support. This role involves resolving hardware/software issues, Microsoft 365 challenges, and supporting tickets from the central service desk.

Responsibilities

• Provide Tier 2 remote and onsite support, responding to and resolving user-reported issues promptly and efficiently.
• Address hardware and software problems at customer sites to ensure uninterrupted workflow.
• Troubleshoot and diagnose technical problems with end-users, guiding them through effective resolutions.
• Answer incoming calls from clients, providing first-level support and capturing details to create service tickets in the helpdesk system.
• Monitor and track open tickets in the ticketing system, ensuring accurate documentation, status updates, and closure within SLA timelines.
• Collaborate with support teams to facilitate resource allocation and provide first-level support when needed.
• Participate in onsite and remote support rotations, including service desk coverage at OmegaCor's Millersville office.
• Stay updated on industry best practices and emerging technologies to continuously improve technical skills and stay informed about evolving IT trends.
• Contribute to the development and improvement of knowledge base articles, helping to create a comprehensive repository for issue resolution and user education.
• Perform routine maintenance activities, including system updates, patches, and software installations.
• Conduct periodic system audits to identify vulnerabilities and enhance overall system integrity.
• Participate in technical projects, providing hands-on assistance and expertise as needed.
• Document new procedures, solutions, and best practices to expand the company's knowledge base.
• Contribute to the development and improvement of knowledge base articles for both internal staff and end-user education.
• Participate in technical and soft skills training programs to stay current with industry trends.
• Expand the knowledge base by documenting new procedures, solutions, and best practices.
• Contribute to technical projects, providing hands-on assistance and expertise as required.
• Participate in assigned technical and soft skills training programs to stay current with industry trends.
• Conduct periodic system audits to identify vulnerabilities and enhance overall system integrity.

Requirements

• 3+ years of IT support experience (Tier 2 or equivalent role) in a Managed Services or corporate IT environment.
• Strong knowledge of Windows desktop and server environments, Microsoft 365, Active Directory, and common business applications.
• Experience supporting networking equipment (switches, firewalls, routers) and understanding of TCP/IP fundamentals.
• Proven ability to diagnose and resolve hardware and software issues in person and remotely.
• Strong documentation and ticket management skills.
• Excellent interpersonal and communication skills, with the ability to explain technical issues in a clear, user-friendly manner.
• Valid driver's license and reliable transportation for customer site visits.
• Industry certifications (CompTIA Network+, Security+, Microsoft Certified, Cisco CCNA, etc., MCP, CompTIA Net+, ITIL v4 Foundations preferred).
• Experience with Remote Monitoring & Management (RMM) tools, PSA/ticketing systems, and endpoint security platforms.
• Familiarity with ITIL practices and structured delivery processes.
• Solid understanding of Windows desktop operating systems, with the ability to troubleshoot and resolve hardware and software issues efficiently.
• Proficient in configuring and troubleshooting wireless networks, ensuring seamless connectivity and addressing issues related to signal strength, security, and network performance.
• Experience in providing support for Android and iPhone smartphones, including setup, configuration, and troubleshooting of email synchronization, application installations, and device connectivity.
• Strong analytical skills to diagnose and resolve technical issues promptly, utilizing systematic troubleshooting methodologies to address both hardware and software challenges effectively.

Qualifications

• Valid driver's license and reliable transportation for customer site visits.
• Industry certifications (CompTIA Network+, Security+, Microsoft Certified, Cisco CCNA, etc., MCP, CompTIA Net+, ITIL v4 Foundations preferred).
• Experience with Remote Monitoring & Management (RMM) tools, PSA/ticketing systems, and endpoint security platforms.
• Familiarity with ITIL practices and structured delivery processes.
• Solid understanding of Windows desktop operating systems, with the ability to troubleshoot and resolve hardware and software issues efficiently.
• Proficient in configuring and troubleshooting wireless networks, ensuring seamless connectivity and addressing issues related to signal strength, security, and network performance.
• Experience in providing support for Android and iPhone smartphones, including setup, configuration, and troubleshooting of email synchronization, application installations, and device connectivity.
• Strong analytical skills to diagnose and resolve technical issues promptly, utilizing systematic troubleshooting methodologies to address both hardware and software challenges effectively.

Skills

• IT support experience (Tier 2 or equivalent role).
• Windows desktop and server environments, Microsoft 365, Active Directory, and common business applications.
• Networking equipment (switches, firewalls, routers), TCP/IP fundamentals.
• Diagnosing and resolving hardware and software issues in person and remotely.
• Documentation and ticket management skills.
• Interpersonal and communication skills, explaining technical issues clearly.
• Driver's license and reliable transportation.
• CompTIA Network+, Security+, Microsoft Certified, Cisco CCNA, etc., MCP, CompTIA Net+, ITIL v4 Foundations.
• Remote Monitoring & Management (RMM) tools, PSA/ticketing systems, endpoint security platforms.
• ITIL practices and structured delivery processes.
• Windows desktop operating systems, troubleshooting and resolving hardware and software issues.
• Wireless networks, troubleshooting and addressing issues related to signal strength, security, and network performance.
• Supporting Android and iPhone smartphones, including setup, configuration, and troubleshooting of email synchronization, application installations, and device connectivity.
• Analytical skills, diagnosing and resolving technical issues promptly.

Benefits

• Competitive salary (based on experience).
• Health, dental, and vision insurance.
• Employer-paid life, AD&D, short- & long-term disability insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and your birthday off.
• Access to a Learning Management System with 5,000+ courses to grow your skills.
• A supportive culture that values teamwork, learning, and professional growth.

Pay

$65,000 - $75,000 per year

Schedule

Flexible schedule to accommodate both remote and onsite support needs.