Tier 2 Helpdesk Support

We are looking for a skilled Tier 2 MSP Technician who enjoys solving complex infrastructure puzzles and delivering excellent customer service. This role is designed for an experienced IT professional who thrives in a fast-paced Managed Service Provider environment, loves getting hands-on with technology, and takes pride in resolving difficult technical issues.

The ideal candidate will act as an escalation point for our helpdesk, tackle advanced troubleshooting, and implement infrastructure upgrades while ensuring our clients’ networks run smoothly and securely., * Advanced Technical Support: Act as an escalation point for Tier 1 technicians, resolving complex server, network, and Microsoft 365 issues.

• Ticket Management: Manage a daily service desk queue, prioritizing effectively to ensure client SLAs and response times are met.
• Project Execution: Assist with and implement technical projects, including server deployments, network hardware installations, and cloud migrations.
• Proactive Maintenance: Utilize RMM tools to monitor client environments, perform routine maintenance, and address alerts before they become critical downtime events.
• Accountability & Documentation: Ensure all technical documentation and standard operating procedures (SOPs) are kept accurate and up to date. Diligently track time and maintain professional, proactive communication with clients.

• Experience: 3-5 years in an IT support role, with at least 1-2 years of experience specifically within a Managed Service Provider (MSP) environment.
• Servers: Strong Windows Server administration skills (Active Directory, DNS, Group Policy, DHCP).
• Virtualization: Hands-on experience managing VMware or Hyper-V environments.
• Networking: Configuration and troubleshooting of Firewalls (VPNs, NAT, basic VLANs), Switches, and Wireless Access Points.
• Cloud: Administration of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID) and cloud backup solutions.
• Security & Patch Management: Experience deploying, monitoring, and managing EDR/MDR solutions and overseeing centralized patch management.
• Scripting & Automation: Practical ability to write and modify basic scripts (PowerShell at a minimum) to automate routine tasks and remediations.
• Tools: Familiarity with standard MSP toolsets, including RMM and PSA platforms.
• Soft Skills: Exceptional written and verbal communication skills, with the ability to clearly explain technical steps to end-users and business owners.

Requirements & Logistics

• Travel & Vehicle: Must possess a valid driver’s license, a reliable personal vehicle, and the ability to travel locally to client sites for on-site support and deployments.
• On-Call Availability: Willingness to participate in a rotating on-call schedule to provide after-hours and weekend emergency support.
• Recommended Certifications: While not required, industry credentials such as CompTIA Network+/Security+, or Microsoft stack certifications (e.g., modern desktop, Azure) are highly valued.

Pulled from the full job description

• Tuition reimbursement
• Flexible schedule, * Full-Time Stability: This is a permanent, full-time position with a consistent schedule.
• Professional Growth: Opportunities to tackle diverse technical environments, expand your skill set, and grow within the technical department.
• Collaborative Environment: Work alongside a team that values technical excellence, knowledge sharing, and community involvement.