Help Desk Level 2 Technician MSP

We are seeking a Help Desk Level 2 Technician with exposure to Level 3 responsibilities. This role bridges Tier 1 frontline support and Tier 3 infrastructure troubleshooting. You'll handle escalated issues, perform advanced diagnostics, and assist with infrastructure-level tasks to ensure timely resolution of complex problems. Key Responsibilities Advanced Troubleshooting

• Resolve complex issues involving:

• Email: Organizational delivery issues, recognizing and mitigating compromises, Conditional Access policies, Barracuda/Mimecast/etc. Spam filtering
• Active Directory: Folder/user/security group/service account management, GPO/DNS/DHCP creation/management/troubleshooting, RADIUS
• Software: Advanced crash diagnostics, installation/uninstallation issues, advanced error resolution troubleshooting, mass deployment via ConnectWise Automate
• Hardware: ESXi/Hyper-V operational troubleshooting (not implementation), BSOD/PSOD analysis, advanced printing/scanning issues, advanced fax issues, RAID troubleshooting, non-scripted SQL troubleshooting
• Cloud: Entra/Azure/Intune, AWS familiarity/troubleshooting/vendor communication, MDM
• PowerShell: Experience with 365/Teams PowerShell, AAD/Entra PowerShell, generic scripting
• Network: VLAN, IPSec/SSLVPN, firewall/switches/routers/VPN troubleshooting, ISP troubleshooting
• Security: Endpoint security policies, MFA enforcement, compliance checks, A/V monitoring, compromise/mitigation risk assessment and handling
• Backups: Veeam B&R, Veeam CC, Datto

Tier 3 Collaboration

• Assist with infrastructure projects such as firewall configuration, virtualization (Hyper-V/VMware), and backup solutions.
• Participate in advanced troubleshooting for 365/Entra/Intune and AWS environments.
• Assist as needed with backend management.
• Assist with environmental updates required afterhours (firewall firmware, etc.)

Projects Assistance

• Ability to assist with mass deployments as needed both during business hours and afterhours.
• Ability to assist in projects that feature severe troubleshooting issues during deployment.

Ticket Management

• Create, update, and/or split multi-issue tickets in ConnectWise.
• Track and record all time entries and communication with clients.
• Maintain client documentation and monitor ticket progress to meet SLA requirements.

On-Call Rotation

• Participate in scheduled on-call shifts to provide after-hours support for critical issues.
• Respond promptly to alerts and client emergencies during on-call periods.

Do you have experience in Vendor communication?

Pulled from the full job description

• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Competitive salary (DOE).
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Professional development and certification reimbursement.
• Exposure to advanced Level 3 tasks for career growth.

Waytek MSP is a growing Managed Service Provider dedicated to delivering exceptional IT support and solutions to businesses. We pride ourselves on proactive service, technical expertise, and a collaborative team environment.