IT Support Technician - Level 2 (MSP)

Our systems now handle ticket triage, maintenance audits, timesheet cleanup and billing reconciliation in the background. Diagnostic tools gather the data before you get on the call, so you walk into every client conversation already prepared. Friday afternoons used to go to paperwork. Now they go to clients.

The machines do the drudgery. You do the part that needs a person: solving real problems, explaining them clearly, and earning the client’s trust.

We’re looking for techs who use AI responsibly. You treat it as a power tool: you use it daily, check what it produces, and never paste client data where it doesn’t belong. If you’re avoiding AI, or you’re afraid of it, this probably isn’t the right fit.

Every tech gets a company-provided Claude license. Use it, and show us what you build with it., * New client referral: Bring us a new managed services client, and you get their first month of agreement billing as a bonus.

• Upgrade referral: Help a client upgrade their managed agreement or add services like our Security Add-On, and you get the first month of that added billing as a bonus.

• 3+ years of IT support experience in the SMB space (MSP experience strongly preferred)
• CompTIA A+ and Network+ (current)
• Solid Windows 10/11, Active Directory / Entra ID, and Microsoft 365 administration
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, VPNs and firewalls
• Clear, professional communication by phone, email and in person
• Valid driver’s license and reliable transportation
• Background check and signed confidentiality agreement, required because we work inside our clients’ legal, financial and health care systems

Nice to have: SonicWall, pfSense, Syncro or another RMM, Cloudflare, PowerShell scripting, Security+ or Cloud+ already in progress., * IT support experience in the SMB space: 3 years (Required)

License/Certification:

• CompTIA A+ and Network+ (Required)

Schedule: Monday-Friday, 8:00-5:00. No after-hours or weekend work for this role. Your evenings are yours. Onsite at our New Castle office and client sites.

Pay

Starting pay is $50,000-$53,000, based on experience and certifications.

Automatic, significant pay increase at 90 days when you reach 80%+ billable utilization in your third month and keep strong client satisfaction scores. No negotiation and no waiting for the annual review cycle. We’ll show you the exact number in the interview. Perform, and the raise is yours., * Paid time off: 2 weeks per year, available after 90 days

• 7 paid holidays
• Paid sick time when you need it. We don’t count days; we trust you not to abuse it.
• SIMPLE IRA retirement plan with company match
• Medical insurance: two plans, company pays 70% of employee premium
• Company-provided Claude (Team plan) for every technician
• Paid certification exams (pre-approved)
• Mileage reimbursed at the IRS rate
• Employee discounts on IT equipment for home and family
• Decommissioned equipment for your home lab when available, like servers and network gear (storage drives removed). Bring your own drives and start building., * 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan

• We’re not for sale. The owner has run Partners Plus for 35 years, loves the work, and has no plans to sell in the next 10 years. You won’t wake up one day reporting to a private-equity roll-up.
• When we do sell, our key people share in it. Long-term team members can earn a key employee agreement that pays a share of sale proceeds, and the share grows each year they’re here. The last time a company you worked for sold, the owners walked away with everything. Here, the people who built it share in it.
• Your job isn’t going overseas. Our clients are local, our team is local, and our service depends on people who know our clients by name.
• AI isn’t replacing our techs. It’s taking over the work they didn’t want to do. More on that below.

What you’ll do

• Resolve escalated workstation, server, network and Microsoft 365 issues across our client base
• Work in our RMM, firewall and Entra ID / M365 environments every day
• Handle onboarding, offboarding, deployments and project work for clients
• Do onsite visits as needed to client offices in the area
• Document what you fix so it gets done right every time
• Mentor our Level 1 techs: share what you know and help them grow
• Own the client experience on your tickets, from first call to confirmed resolution

Where AI fits in (and where it doesn’t)

You’ve probably heard that AI is coming for IT jobs. Here’s what happened when we actually put it to work: nobody here lost their job, no role was eliminated, and nobody was asked to work harder. We automated the work nobody wanted to do., Partners Plus has kept Delaware businesses running since 1991. Our clients are attorneys, CPAs, financial advisors, health care providers, and auto dealerships and repair shops. They depend on their technology working, and they remember the technician who fixed the problem and explained it clearly.

We grow our people by mentoring them. The owner personally mentors our Level 2 techs, and our Level 2 techs mentor our Level 1 staff. You’ll learn directly from someone with 35 years in this business, and you’ll pass it on. That’s how we built our current team, and it’s how you’ll get to Level 3.

Who we want

• Client-first. Our clients are busy professionals who are often stressed when something breaks. You stay calm, keep them informed, and go the extra mile without being asked. That’s the job, not a bonus.
• VERY detail-oriented. In environments full of legal, financial and patient data, a skipped step can turn into a security or compliance problem. You double-check your work before you call it done.
• Fast learner who enjoys it. Our tools and threats change every quarter. You’d rather learn something new than coast on what you already know.
• Plugged into cyber. You follow security news because you want to, and you can tell us what’s happening in the threat landscape this month.
• Uses AI responsibly. You use AI tools every day to work faster and smarter, and you know their limits. You check what it produces before you trust it, and you never put client data anywhere it doesn’t belong.
• Team player. You share what you learn, help out when a teammate is buried, and speak up early when you’re stuck.
• IT is your hobby too. Home lab, self-hosted services, a pfSense box in the basement. We want to hear about it, and we’ll help stock it.

Where this goes

This role has a real path to Level 3. It isn’t year one; it’s paced by your skills and certifications. We pay for pre-approved certification exams you pass, and we expect you to work toward CompTIA Cloud+ and Security+ (and beyond).