Tier 2 IT Support Technician

Are you a skilled troubleshooter who loves solving complex technical puzzles but hates being micro-managed? We are a leading Managed Service Provider (MSP) seeking an experienced Tier 2 IT Support Technician. In this role, you will own escalated tickets from start to finish, manage client infrastructure, and help mentor our Tier 1 team., * Escalated Troubleshooting: Resolve Tier 2 tickets involving workstations, servers, Microsoft 365, Azure, networks, and remote access.

• Infrastructure Support: Install and configure hardware, software, and networking equipment remotely and at client sites Greater Philadelphia Area.
• Systems Administration: Manage Microsoft 365 environments, Active Directory, user permissions, and email migrations.
• Network & Security Operations: Troubleshoot TCP/IP, DNS, DHCP, VLANs, firewalls, and backup/disaster recovery solutions.

· Mentorship & Ownership: Act as a technical escalation point for Tier 1 technicians and participate in on-call rotation, averaging one week of coverage every seven weeks.

• MSP Experience: Minimum of 1-2 years working directly within a Managed Service Provider environment (essential for understanding the pace and ticketing workflows).
• Technical Breadth: 5+ years of desktop support and 2 to 3 years of sysadmin, or network support experience.
• Core Tech Stack: Solid experience with Microsoft 365, Azure, Windows Server, and Active Directory.
• Reliability: Valid driver’s license, reliable transportation, and ability to pass a CJIS level background check.

Preferred (But Not Required) Tools

Experience with any of the following is a plus, but we are happy to train the right person:

• MSP Tools: RMM & PSA platforms (Kaseya stack, ticketing automation).
• Networking/Security: WatchGuard, Ubiquiti, Cisco Meraki, or Barracuda.
• VoIP & IoT: SkySwitch, Polycom, or IP camera systems (VIVOTEK/Hanwha).
• Certifications: CompTIA (Net+/Sec+), Microsoft Azure, or CCNA.

Benefits: 100% Fully Funded Employee Health and Dental Insurance, 401(k) with immediate vesting, HSA/HRA options, and company-paid life insurance., * 401(k) matching

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance