Level 2 IT Support Technician (MSP / VoIP)

As a Level 2 IT Support Technician, you will be a key point of contact for our business clients. You’ll handle incoming service calls, resolve escalated help desk tickets, and manage ground-level hardware, server, and network support. This role requires a strong balance of technical troubleshooting skills, active listening, and clear communication., * Help Desk & Remote Support: Answer incoming technical support phone calls and manage client tickets in a timely, professional manner.

• Server & Infrastructure Support: Troubleshoot and maintain Windows Server environments, Active Directory, Group Policy, Office 365/M365, and local backup systems.
• VoIP Telephony Support: Provision, configure, and troubleshoot SIP/RTP protocols, IP phones, auto-attendants, and VoIP cloud platforms.
• Hardware & Network Troubleshooting: Diagnose and repair hardware issues (desktops, laptops, firewalls, switches, access points, and printers) both remotely and occasionally on-site.
• Client Communication: Clearly document issue details, troubleshooting steps, and resolutions in our ticketing system while keeping clients informed throughout the process.
• Escalations: Serve as an escalation point for basic help desk queries while knowing when to escalate complex, high-level infrastructure projects.

We are growing and looking for an experienced Level 2 IT Support Technician to join our MSP division. If you thrive on solving technical puzzles, love helping people, and want to work with a dynamic team in a supportive environment, we want to hear from you., * Experience: Ideally you will have 2+ years of experience in an IT support role (MSP or multi-client environment experience strongly preferred).

• Technical Proficiency:
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs).
• Hands-on experience with Windows Server, M365/Exchange administration, and virtualization.
• Experience supporting business VoIP communications systems.
• Problem-Solving: Strong diagnostic skills with a methodical approach to hardware and software troubleshooting.
• Communication: Outstanding phone presence, active listening skills, and the ability to explain technical concepts to non-technical end users.
• Reliability: Self-motivated with strong time management skills and attention to detail.

Pulled from the full job description

• 401(k)
• 401(k) matching, * 401(k)
• 401(k) matching