Computer Help Desk - Tier 2 Technician
Role details
Job location
Tech stack
Job description
NOT AN ENTRY LEVEL POSITION - minimum of 5+ years working at an IT consulting firm - Manage Service Provider Local Applicants only - no relocation program, We are seeking a proactive and skilled Tier 2 Help Desk Technician to join our growing MSP team. This role is primarily based out of our main office, where you will handle Tier2 service tickets and provide remote support for a wide range of client environments. The ideal candidate will also be comfortable traveling locally for on-site support when required, such as hardware issues, network troubleshooting, or client escalations. This is a client-facing role that requires excellent communication skills, technical knowledge, and the ability to manage multiple issues in a fast-paced environment., * Troubleshoot and resolve escalated tickets from Tier 1 support, including more complex workstation, server, and network issues.
- Provide remote support for clients via RMM and ticketing systems.
- Respond to and resolve issues related to Microsoft 365, Windows desktops, servers, printers, VPNs, and basic network connectivity.
- Perform occasional on-site visits to client offices for hardware installations, network troubleshooting, or escalated issues.
- Communicate effectively with clients to explain issues and solutions in a user-friendly manner.
- Monitor and respond to alerts and system events in accordance with SLA requirements.
- Document all work performed in PSA/ticketing system with clear and thorough notes.
- Collaborate with Tier 1 and Tier 3 teams to ensure effective resolution of client issues.
- Maintain accurate inventory and documentation for client systems, configurations, and credentials (within policy).
- Assist with user onboarding/offboarding and account changes across various platforms.
- Participate in regular team meetings, training, and knowledge-sharing sessions
- On Call Weekly rotation after 90 days
Requirements
- 4+ years of help desk or technical support experience in an MSP or multi-client environment.
- Solid knowledge of Windows 11, Microsoft 365, Active Directory, DNS/DHCP, Barracuda Email Security, VPN setup and troubleshooting, Prior experiencing with configuring and troubleshooting Firewalls, printers, and remote access tools.
- Experience with ticketing systems (e.g., ConnectWise, Autotask) and RMM platforms (e.g., NinjaOne, Kaseya, N-able).
- Strong troubleshooting skills across workstations, networks, and cloud services.
- Excellent written and verbal communication skills.
- Ability to prioritize and manage time effectively in a ticket-driven environment.
- Must have reliable transportation and a valid driver's license (for occasional on-site work).
- Ability to lift and move computer equipment as needed., * Bachelor's degree in Computer Science
- CompTIA A+, Network+, Security + or Microsoft certifications (MCP, M365 Fundamentals, etc.)
- Experience with firewalls (SonicWall, Ubiquiti, etc.) and basic networking concepts.
- Exposure to virtualization (Hyper-V/VMware) and backup solutions.
- Familiarity with mobile device management (MDM) tools such as Intune.
- Familiarity with account application ex: Quickbooks, Accounting CS, Lacerte
