Level 2 IT Support Technician (MSSP)

• Own your tickets from assignment through resolution. Keep clients informed, follow up consistently, document your work, and confirm the issue is resolved.
• Troubleshoot Windows and macOS devices, Microsoft 365 applications, printers, business software, and connectivity issues.
• Administer Microsoft 365 accounts, mailboxes, groups, licenses, and permissions across Exchange Online, Entra ID, Teams, SharePoint, and OneDrive.
• Investigate sign-in, MFA, email delivery, file access, and device enrollment issues.
• Set up and support computers and mobile devices using our remote monitoring and device management tools.
• Troubleshoot networking issues involving DNS, DHCP, Wi-Fi, VPNs, and firewalls.
• Handle user onboarding and offboarding, including accounts, devices, access, and documentation.
• Support VoIP systems, including user setup and basic call quality troubleshooting.
• Assist with client onboarding, email migrations, and other technical projects.
• Maintain useful ticket notes and knowledge base articles, and identify recurring issues we can prevent or automate.

• 3+ years of hands-on experience in an MSP or MSSP environment.
• Experience resolving Level 2 support issues across multiple client environments.
• Strong Windows troubleshooting skills and practical Microsoft 365 administration experience.
• A solid understanding of networking fundamentals.
• Experience working in a ticketing system and using remote support tools.
• The ability to prioritize work based on urgency, business impact, and service commitments.
• Clear, professional communication with both technical and nontechnical people.
• Good judgment about security, access permissions, and changes that could affect a client’s operations.

You should be comfortable researching unfamiliar issues and working through a problem independently. You should also recognize when to escalate and provide a clear explanation of what you’ve already investigated.

Experience That Helps

You do not need experience with every tool below to apply.

• Microsoft Intune or other endpoint management platforms
• Apple device support and Jamf
• Google Workspace administration
• Microsoft 365 or Google Workspace email migrations
• Ubiquiti, Fortinet, or similar networking platforms
• GoTo Connect or other business phone systems
• PowerShell, Bash, or other scripting tools
• Endpoint security tools, Conditional Access, and identity protection

Certifications are welcome. Demonstrated troubleshooting ability, sound judgment, and MSP experience carry more weight.

How We Work

Ownership means keeping clients informed, following up, validating the fix, and leaving clear documentation. We expect you to manage your assigned work, ask useful questions, and help teammates when needed.

We’re continually improving our processes and expanding our use of automation and AI. We want technicians who are interested in learning and making support better.

• Competitive compensation based on experience
• Paid training and certifications
• Opportunities to grow into senior technical or cybersecurity roles
• Hands-on experience across a range of client environments
• A collaborative team that values initiative, accountability, and practical problem-solving, * Health insurance
• Paid time off
• Tuition reimbursement

DefenTec is a Managed Security Service Provider supporting growing businesses with IT operations, cybersecurity, networking, and cloud services.

We’re hiring Level 2 IT Support Technicians who can troubleshoot independently, communicate clearly, and take ownership of their work. You’ll support multiple client environments, resolve escalated issues, and help keep the businesses we support running securely and reliably.

We value people who investigate problems, follow through, and care about the quality of the work they leave behind.