> Markdown version of [/jobs/ext/466827-senior-service-desk-technician-tier-2-msp](https://www.wearedevelopers.com/jobs/ext/466827-senior-service-desk-technician-tier-2-msp). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Service Desk Technician (Tier 2 - MSP) - **Company:** Snap Inc. - **Location:** Tempe, AZ, United States - **Experience:** Expert - **Salary:** $60,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Networking Basics, Azure Active Directory, TCP/IP, Virtualization Technology, Vmware - **Published:** June 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=679f14dbf5ba01bd ## About the Role Do you have a valid Driver's License license?, Do you have experience in Windows?, You are someone who: * Regularly handles escalated or non-routine tickets * Is comfortable troubleshooting issues where the answer isn't obvious * Can manage multiple priorities in a fast-paced queue * Communicates clearly with non-technical end users * Takes ownership and follows issues through to resolution * Values documentation, process, and accountability * Understands MSP expectations around responsiveness and efficiency, * 3-5 years of IT support experience (Service Desk, Technical Support, MSP preferred) * Demonstrated Tier 2 troubleshooting experience * Strong working knowledge of: * Windows OS * Microsoft 365 * Active Directory * Solid understanding of networking fundamentals * Experience working from a ticket queue and documenting work thoroughly * Strong customer service and communication skills Strongly Preferred (Not Required) * Prior MSP experience * Experience with ConnectWise, RMM tools, or similar platforms * Exposure to virtualization (VMware or similar) * Security tooling or firewall exposure * Microsoft or CompTIA certifications, * IT Support/ Help Desk: 3 years (Required) ## Description Snap Tech IT is hiring a Senior Service Desk Technician to serve as a primary escalation point for complex client issues in our Managed Service Provider (MSP) environment. This role is designed for technicians already operating at a Tier 2 level who are comfortable owning advanced troubleshooting from start to finish. This is not an entry-level help desk role and not a junior training position. Important - Please Read Before Applying You will struggle in this role if your experience is limited to: * Tier 1 help desk or password-reset work * Home labs, self-study, or classroom-only experience * Supporting a single internal environment with low ticket volume We are looking for a technician who already understands the pace, accountability, and problem-solving depth required in an MSP or similarly demanding service desk environment. What You'll Do * Act as a Tier 2 escalation resource for complex technical issues * Provide remote technical support to multiple business clients in a B2B MSP environment * Troubleshoot and resolve advanced issues involving: * Windows 10/11 * Microsoft 365 (Exchange, Azure AD basics) * Active Directory (users, groups, GPO awareness) * Networking fundamentals (DNS, DHCP, TCP/IP) * Own tickets through resolution, not just handoffs * Perform technical triage and determine issue severity and root cause * Use ConnectWise Automate and our ticketing system to manage work * Support endpoint security tools, email security, MDM, and related platforms * Create and maintain clear documentation in IT Glue * Collaborate with other technicians and escalate only when appropriate * Participate in a rotating after-hours on-call schedule * Occasionally travel onsite to client locations (valid driver's license required) ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)