Managed IT Services Level II Technician

We are seeking a diligent, enthusiastic, and customer-focused Managed IT Services Level 2 Technician to join our growing team. This is an excellent opportunity for someone passionate about technology, who is eager to learn, grow and continue to expand their foundation in the IT field.

In this role you will support small to medium-sized businesses by resolving everyday technical issues, providing IT infrastructure support, and delivering exceptional client experience. You will work closely with team members, utilizing your experience with real-world IT environments.

At Automated Business Solutions, we are committed to providing outstanding service in every interaction. The ideal candidate will bring strong technical aptitude, excellent problem-solving skills, and clear, professional communication abilities.

What You'll Be Doing:

• Provide Level 2 technical support for multiple types of environments
• Serve as a first point of contact for all IT-related incidents and service requests
• Troubleshoot and resolve advanced technical issues relating to desktop operating systems Windows (10/11), Microsoft 365 applications, and common business software
• Perform hardware diagnostics and replacement (workstations, laptops, printers, peripherals)
• Support basic to complex network troubleshooting (TCP/IP, DNS, DHCP, VPN connectivity, Wi-Fi) issues
• Work on Windows Server administration task assignments
• Create, modify, and disable user accounts in Active Directory
• Manage Microsoft 365 users, licenses, password resets for ExchangeSharePoint administration
• Create and manage support tickets using our PSA tools
• Monitor and respond to RMM alerts (systems performance, patch management, endpoint health)
• Deploy and maintain endpoint security solutions (AV/EDR)
• Install and configure workstations, printers, and network devices
• Maintain accurate documentation within PSA systems and internal knowledge databases
• Escalate complex incidents to Tier 3 technicians with detailed troubleshooting notes
• Accurately log, track, and resolve tickets utilizing PSA tools
• Maintain clear proactive communication with clients regarding issues status and resolution
• Create and maintain detailed documentation of client systems, configurations, and procedures to enable seamless service delivery
• Maintain, repair, transport, and set up computer equipment as required
• Other duties as assigned, * Timely and accurate ticket resolution
• Clear and professional client communication
• Proper documentation of troubleshooting steps
• Escalations that are well-prepared and technically thorough
• Continuous skill development and certification progression

Do you have experience in Customer communication?, * 3+ years of hands-on experience in a help desk or IT support role, preferably in an MSP or multi-client setting

• CompTIA A+, Network+, Microsoft, or SonicWall/Watchguard certifications are a plus
• Comprehensive understanding of networking (DNS, DHCP, VPN, firewalls)
• Multiple years' experience in an MSP environment is a plus
• Detailed understanding of IT hardware and software installation, maintenance, and support
• Strong troubleshooting and analytical skills
• Excellent interpersonal and customer service skills
• Clear written and verbal communication skills
• A proactive mindset and eagerness to learn
• Ability to manage multiple tasks and prioritize effectively
• Ability and desire to be part of a team
• Flexibility with a positive attitude
• Comprehensive hands-on knowledge of Office 365 including Exchange, OneDrive, SharePoint, Teams
• Willingness to learn and grow in a fast-paced environment
• Hands-on experience in a wide range of technologies and clients