Senior Service Desk Technician (Tier 2 - MSP)

Snap Tech IT is hiring a Senior Service Desk Technician to serve as a primary escalation point for complex client issues in our Managed Service Provider (MSP) environment. This role is designed for technicians already operating at a Tier 2 level who are comfortable owning advanced troubleshooting from start to finish.

This is not an entry-level help desk role and not a junior training position.

Important - Please Read Before Applying

You will struggle in this role if your experience is limited to:

• Tier 1 help desk or password-reset work
• Home labs, self-study, or classroom-only experience
• Supporting a single internal environment with low ticket volume

We are looking for a technician who already understands the pace, accountability, and problem-solving depth required in an MSP or similarly demanding service desk environment.

What You'll Do

• Act as a Tier 2 escalation resource for complex technical issues
• Provide remote technical support to multiple business clients in a B2B MSP environment
• Troubleshoot and resolve advanced issues involving:
• Windows 10/11
• Microsoft 365 (Exchange, Azure AD basics)
• Active Directory (users, groups, GPO awareness)
• Networking fundamentals (DNS, DHCP, TCP/IP)
• Own tickets through resolution, not just handoffs
• Perform technical triage and determine issue severity and root cause
• Use ConnectWise Automate and our ticketing system to manage work
• Support endpoint security tools, email security, MDM, and related platforms
• Create and maintain clear documentation in IT Glue
• Collaborate with other technicians and escalate only when appropriate
• Participate in a rotating after-hours on-call schedule
• Occasionally travel onsite to client locations (valid driver's license required)

Do you have a valid Driver's License license?, Do you have experience in Windows?, You are someone who:

• Regularly handles escalated or non-routine tickets
• Is comfortable troubleshooting issues where the answer isn't obvious
• Can manage multiple priorities in a fast-paced queue
• Communicates clearly with non-technical end users
• Takes ownership and follows issues through to resolution
• Values documentation, process, and accountability
• Understands MSP expectations around responsiveness and efficiency, * 3-5 years of IT support experience (Service Desk, Technical Support, MSP preferred)
• Demonstrated Tier 2 troubleshooting experience
• Strong working knowledge of:
• Windows OS
• Microsoft 365
• Active Directory
• Solid understanding of networking fundamentals
• Experience working from a ticket queue and documenting work thoroughly
• Strong customer service and communication skills

Strongly Preferred (Not Required)

• Prior MSP experience
• Experience with ConnectWise, RMM tools, or similar platforms
• Exposure to virtualization (VMware or similar)
• Security tooling or firewall exposure
• Microsoft or CompTIA certifications, * IT Support/ Help Desk: 3 years (Required)

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• What ticketing system(s) have you used, and approximately how many tickets did you handle on an average day?
• Briefly describe your IT support experience, including the type of environment(s) you supported (MSP, internal IT, service desk) and the level of issues you primarily handled (Tier 1, Tier 2, escalations, etc.).
• Describe the most complex Microsoft 365 issue you personally resolved end to end without escalation. Include what was broken, how you diagnosed the root cause, and what ultimately fixed it.
• Describe a ticket that was escalated to you because Tier 1 could not resolve it. What symptoms were reported, what troubleshooting had already been attempted, how you identified the root cause, and what ultimately resolved the issue?
• This is a full-time, in-office role in Tempe, AZ (Monday-Friday). Please confirm your availability.

Since 2001, Snap Tech IT has provided managed IT services to businesses across Atlanta, Phoenix, and San Francisco. We are a process-driven MSP that values curiosity, accountability, and continuous improvement. Our technicians take pride in solving real problems and delivering consistent, high-quality service to our clients.