MSP Support Technician II

MSP HAWAII, INC.
Cleveland, United States of America
yesterday

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior
Compensation
$ 96K

Job location

Cleveland, United States of America

Tech stack

Microsoft Windows
Microsoft Active Directory
Azure
Business Software
Dynamic Host Configuration Protocol
DNS
Network Troubleshooting
Windows Server
Security Information and Event Management
Virtual Local Area Networks
Firewalls (Computer Science)

Job description

Join our dynamic team as an MSP Support Technician II, where you'll be in charge of escalations from our helpdesk team members and provide advanced technical support to our valued MSP clients. We're seeking a seasoned IT professional who exhibits a genuine commitment to service - someone who willingly goes above and beyond to ensure exceptional service delivery, whether it's resolving technical issues or aiding colleagues and clients alike. We value career-driven individuals who are passionate about honing their skills and advancing within the industry, with the potential to grow into Subject Matter Experts (SMEs) in a particular skill or discipline. If this sounds like you, we would love to have you on our team. Let's work together to create a significant impact, not only within the IT industry but also in our community. Responsibilities:

  • Take escalation tickets from the T1 technicians

  • Handle Tier 2 tickets including but not limited to:

  • Network Issues / Outages

  • Backup and Disaster Recovery Review / Maintenance Restores / Deploying

  • Security Solution Review / Maintaining / Deploying

  • MFA

  • A/V

  • SAT

  • SIEM

  • Business Application Support / Securing Third Party Support

  • POS

  • PMS

  • Active Directory, Group Policy, DHCP, DNS edits

  • Hotel Applications (Key/lock, Guest Internet/Cable, etc,)

  • Financial and Accounting Applications

  • Advanced Firewall Troubleshooting - policies, traffic monitoring, configuration

  • Microsoft 365 and Entra (Azure) Administration - troubleshooting mail flow, mail rules, connectors, etc.

  • Client Onboarding

  • Client communications and interactions, remotely and in person

  • Detailed documentation of issues and resolutions

Requirements

  • 5 years of IT support experience
  • 3 years of experience working with Windows Server OS, Active Directory/Group Policy/ DNS, Firewall config/troubleshooting, Switch config/troubleshooting (i.e. VLANs)
  • Knowledgeable in networking LAN/WAN concepts, structure, and equipment - understand VLANs, configuring switches
  • Advanced Firewall Troubleshooting experience

Benefits & conditions

  • $65-$96k annually
  • Medical, Dental, Vision benefits
  • Life and Disability Insurance
  • 401K with up to 4% match
  • Paid Vacation and Personal Time Off.
  • Fuel Stipend for local travel
  • Professional Development Training Program
  • Full-time, in Office (8:30 AM to 5:30 PM, M-F)

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