Help Desk Tier II (MSP)

The Tier II Technician will provide advanced remote and on-site technical support, serve as an escalation point for Tier I technicians, and assist with the ongoing management, security, and maintenance of our clients’ IT environments.

A successful Tier II Technician should also be willing to share knowledge with the team, assist Tier I technicians, and contribute to improving internal documentation and processes.

Responsibilities

· Respond to and resolve escalated help desk tickets involving more complex workstation, server, network, Microsoft 365, and application issues.

· Serve as an escalation resource for Tier I technicians and provide technical guidance when needed.

· Troubleshoot Windows desktop and Windows Server environments.

· Administer and troubleshoot Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related applications.

· Manage and troubleshoot Microsoft Entra ID / Azure Active Directory, including user accounts, groups, MFA, permissions, and authentication issues.

· Administer Active Directory, Group Policy, user accounts, security groups, permissions, and related services.

· Troubleshoot network connectivity and infrastructure issues involving DNS, DHCP, VLANs, VPNs, switches, wireless networks, and internet connectivity.

· Configure, troubleshoot, and maintain firewalls and related network security solutions.

· Support VMware and Microsoft Hyper-V virtualized environments.

· Troubleshoot servers, virtual machines, storage, and other infrastructure-related issues.

· Use Remote Monitoring and Management (RMM) tools to proactively monitor, maintain, patch, and troubleshoot client systems.

· Review patching, system health, backup, security, and monitoring alerts and take appropriate corrective action.

· Support endpoint security, EDR, antivirus, email security, MFA, and other cybersecurity solutions.

· Investigate and respond to security alerts and suspected cybersecurity incidents according to established procedures.

· Troubleshoot backup failures and assist with data restoration and disaster recovery procedures.

· Perform new user onboarding and offboarding, including account creation, permissions, licensing, MFA, and workstation configuration.

· Install, configure, and deploy computers, servers, networking equipment, firewalls, wireless access points, and other IT hardware.

· Assist with client technology projects, upgrades, migrations, hardware replacements, and deployments.

· Accurately document troubleshooting steps, resolutions, configurations, passwords/credentials where appropriate, and client communications within company systems.

· Create and maintain technical documentation and internal knowledge-base articles.

· Follow established ticketing, escalation, change management, and cybersecurity procedures.

· Communicate clearly and professionally with clients regarding technical issues, recommendations, and resolutions.

· Mentor and assist Tier I technicians with troubleshooting techniques and technical development.

· Participate in ongoing technical training and professional development.

· 3+ years of professional IT support experience, preferably within a Managed Service Provider (MSP) or multi-client environment.

· High school diploma or equivalent required.

· Strong knowledge of Windows 10/11 and Windows Server environments.

· Hands-on experience administering and troubleshooting Microsoft 365.

· Experience with Microsoft Entra ID / Azure Active Directory and Active Directory.

· Working knowledge of Group Policy, user permissions, security groups, and authentication.

· Strong understanding of networking concepts, including DNS, DHCP, VLANs, VPNs, routing, switching, and Wi-Fi.

· Experience troubleshooting firewalls and network infrastructure.

· Working knowledge of VMware and/or Microsoft Hyper-V virtualization technologies.

· Experience using RMM, remote support, and PSA/ticketing platforms.

· Understanding of cybersecurity best practices, including MFA, endpoint security, EDR, email security, and access controls.

· Experience troubleshooting backup and disaster recovery solutions.

· Ability to independently troubleshoot and resolve moderately complex technical issues.

· Ability to recognize when an issue requires escalation to a senior engineer or specialized resource.

· Strong documentation and ticket management skills.

· Excellent customer service, communication, and interpersonal skills.

· Ability to prioritize and manage multiple tickets and technical issues in a fast-paced environment.

· Ability to work independently while also collaborating effectively with other members of the technical team.

· Valid driver’s license and reliable transportation for client visits.

Preferred Skills & Certifications

Experience with any of the following is a plus:

· ConnectWise Manage and/or ConnectWise RMM

· Microsoft Intune and endpoint management

· Fortinet/FortiGate firewalls

· Microsoft Azure

· VMware vSphere/ESXi

· Microsoft Hyper-V

· Backup and disaster recovery platforms

· Endpoint Detection and Response (EDR) solutions

· Email security and spam filtering platforms

· Microsoft Defender

· PowerShell scripting and automation

· VoIP and cloud-based phone systems

· Network switches, wireless access points, and VLAN configuration

· CompTIA Network+ or Security+

· Microsoft certifications

· Fortinet certifications

· Other industry-recognized technical certifications

• 401(k)
• 401(k) matching
• Dental insurance
• Vision insurance