MSP Support & Network Technician - Tier 2

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the tickets
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Abilities Tier 2 technicians maintain full mastery of the foundational skills required at the first level while contributing advanced technical insights and practical experience. This expertise enables them to apply a comprehensive diagnostic approach to complex scenarios, effectively addressing persistent or recurring issues that require deeper investigation and resolution strategies. Some of the abilities we are looking for are listed below.

• Understanding the ‘core’ functionality of the problem at hand to help understand where the root of the problem is.
• Remotely solving or repairing persistent software issues - Using key indicators during troubleshooting to identify and resolve repeatable problems. (Event/system log files, software log files, etc.)
• Perform diagnostic testing - Perform tests within the environment to help identify the ‘root’ cause of the issue.
• Understand and have functioning knowledge of Firewalls, Switches, VPN’s, LAN/WAN Communication and endpoint services.
• Install - Installation of new software, drivers or tools. Updates of existing software, drivers, or tools.
• System configuration changes, issues and troubleshooting
• System/application log review and understanding
• Desktop support - full administration
• Server support - basics that do not require Admin level consent

Do you have experience in Network support?, Do you have a Associate’s degree?, Are you the person who actually enjoys untangling a messy event log to find the underlying issues? We are on the hunt for a Tier 2 Technical Support and Network Guru to join our fast paced Managed Service Provider family. If you have spent the last three to five years honing your craft in Systems Administration or Network support, plus you have technical support or NOC experience, and you know your way around an MSP stack, we want to talk to you.

While Tier 1 handles the password resets, you are the one digging into the root cause of persistent software issues and performing detailed diagnostic troubleshooting. You should be a knowledgeable with firewalls, switches, and VPNs, and you can understand the world in TCP/IP, DNS, and VLANs.

Since we do a lot of work in the medical and dental fields, having experience in those is a massive bonus. You will spend your days managing M365 environments, downed servers, and network connections to Xray computers. You will also need to be a master of ticket tracking software and documentation tools, ensuring every ticket tells a clear story that can help train the T1 Techs or have a customer able to understand what got fixed. We use enterprise platforms; Halo, Sophos, Datto, and M365, so being familiar with those is key to thriving in our environment.

You will also need the patience of a saint and the communication skills of a diplomat to guide our customers through their worst tech days. You will work closely with our triage team and support manager to make sure we are meeting SLAs and that nothing falls through the cracks. For this role we are looking for someone who has CompTIA A+ & Network+… Security+ or Microsoft Certified professionals are a bonus., * Active Directory administration - Troubleshooting GPO, Creating/editing containers, setting home directories, mapping drives, etc.

• Proficiency in TCP/IP, DNS, DHCP, and VLANs. You should understand Routing Protocols like OSPF and BGP.
• Ability to use tools like traceroute, ping, and packet captures (Wireshark) to identify where a connection is failing (e.g., latency, jitter, or packet loss).
• Experience configuring and troubleshooting site-to-site VPNs, L2TP, and Firewall rules (NAT, ACLs).
• Hands-on experience with routers and switches.
• Experience using enterprise platforms like AutoTask, Halo, Jira, Zendesk, or ConnectWise.
• 3-5 years in a technical support, systems engineering, and NOC environment.
• An Associate’s or Bachelor’s degree in Computer Science, Information Technology, or Engineering is preferred, though significant hands-on experience often counts for more.
• Understanding of Service Level Agreements (SLAs), knowing how to prioritize tickets based on their impact on customers., * IT System administration: 3 years (Required)
• Network support: 3 years (Required)

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, In exchange for your know how, we offer a full time pay (this is not contract work) with 401k options, health and dental insurance, and paid time off to recharge. If you are ready to move beyond the basics and take ownership of in a complex environment that will push your boundaries and help you grow in the IT field, apply today and let us see what you can do., * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance