IT Service Desk Technician Level 2 (MSP)

• Provide Level 2 service desk support by handling client requests and resolving more advanced technical issues
• Mentor and support junior service desk technicians
• Deliver exceptional support for small to mid-sized clients through phone, email, remote, and on-site assistance
• Maintain and troubleshoot client infrastructure, including LAN/WAN networks, firewalls, wireless access points, switches, and phone systems
• Diagnose and resolve issues across on-premise and cloud environments, including Microsoft Windows, Microsoft 365 administration, Azure, and line-of-business applications
• Assist with projects as assigned, including onboarding tools for new clients, new workstation installations, camera systems, and Wi-Fi deployments
• Manage and prioritize tickets within a Service Desk platform while maintaining strong communication and client expectations
• Document technical issues, resolutions, and procedures accurately to improve knowledge sharing and operational efficiency

• 3+ years of experience in a service desk or technical support role (MSP experience preferred)

• Experience serving as an escalation point or technical lead

• Hands-on experience supporting SMB technical environments

• Familiarity with MSP ticketing systems and remote monitoring/management tools

• Strong understanding of TCP/IP networking, PC troubleshooting, network security, and hardware support

• Experience with Active Directory, VMware ESXi, and Hyper-V is highly desirable

• Self-motivated, team-oriented mindset with strong problem-solving skills

• Valid driver's license for occasional on-site client support Why This Role Matters

• You'll serve as a trusted technical resource for organizations that depend on secure and reliable IT systems to operate effectively

• Your work will directly impact client productivity, security, and business continuity across a variety of industries

• You'll help strengthen and mentor the service desk team, contributing to a collaborative and growth-focused culture

• You'll have the opportunity to work with diverse technologies and environments, expanding your technical expertise every day

• Your problem-solving skills and customer-first mindset will play a key role in delivering the high-quality service experience our clients expect from Amplitel Technologies

• You'll be part of a team that values accountability, transparency, continuous improvement, and long-term client relationships Ready to Apply?

If you enjoy solving complex technical challenges, working with emerging technologies, and collaborating with a supportive team, we'd love to hear from you. This is an on-site position located in Kaukauna, WI. What We Offer

• Competitive salary of $60,000-$70,000, based on experience
• Generous benefits package including health, dental, and vision insurance, PTO, and a Simple IRA
• Quarterly incentive opportunities
• Additional perks including gym membership reimbursement and IT training reimbursement
• Predictable schedule of 7:45 AM - 4:45 PM to support work/life balance
• A collaborative, feedback-driven work environment with opportunities for growth and advancement

Amplitel Technologies is a security-focused Managed Service Provider (MSP) based in Northeast Wisconsin. We specialize in managed IT services, professional consulting, on-premise security, commercial audio/visual systems, and IT infrastructure design. Our clients include government agencies, municipalities, manufacturing organizations, and highly regulated businesses that rely on secure, transparent, and high-quality technical solutions.